Escalation Engineer

Zoom Overland Park , KS 66204

Posted 2 months ago

Zoom is an award winning workplace. We have been recognized by Comparably as #1 CEO, Company Happiness, Benefits, Compensation, Diversity, and more! Not to mention we've been awarded by Glassdoor as the 2nd Best US Workplace & Best Large Company US CEO in 2018, Wealthfront, and Business Insider. Our culture focuses on delivering happiness, our commitment to transparency, and the tangible benefits we provide our employees and our customers.

We are looking for a full-time Escalation Engineer in all Zoom support offices. The ideal Escalation Engineer is passionate about our Cloud Meeting vision, has a great attitude, and the ability to be reactive and proactive on a day to day basis. The Escalation Engineer is expected to be highly proficient in all areas related to our Zoom products.

Responsibilities:

  • Escalation Engineer: Provide 24x7 deep technical troubleshooting for escalated issues that involve Zoom's most technically complex or sensitive support situations. Isolate and identify problems and root causes that directly affect customer usage of Zoom.

  • Technical Expertise: Use log analysis, system tools, and other sophisticated debugging methods to analyze problems and develop solutions to meet customer needs.

  • Interface to the engineering group: Interact directly with engineering to resolve escalated issues. Reproduction and verification of such issues and test fixes or workarounds. Work together to provide solutions to the customer which may include hot fixes and new release support.

  • Interface to the product group: Provide customer feedback to the product group, regarding common problems. Work together to provide improvements to the product which may include changes to the design of the product, better documentation and more training.

  • Communications: Maintain clear, concise, and positive communication for all escalated issues in a timely and efficient manner including follow-ups with customers, team members, and engineers.

  • Proactive Initiatives: Develop proactive initiatives to reduce number of tickets and escalations via supportability/serviceability reviews, front and backend automations and new product introduction training to colleagues and customers.

  • Product Knowledge:Stay familiar with all of Zoom's products, offerings, and integrations as well as those of software and hardware competitors and partners in the industry.

  • Mentor: Train Tier 1 and Tier 2 support engineers and help them resolve support cases more effectively. Provide documentation and guides to analyze and troubleshoot common issues.

Requirements:

  • Minimum of a Technical Bachelor's Degree or relevant 5+ years of strong Tier 2 level Technical Support experience.

  • Bachelor's degree in Computer Engineering, Management Information Systems or equivalent degree/experience.

  • Ability to handle escalated issues and work directly with engineering and product

  • Excellent communication (both oral, written, and interpersonal) and customer escalation management skills are a must.

  • Ability to run a meeting with customers and other vendors in a confident and professional manner.

  • Ability to write technical documents (creating documents to explain technical issues to the customers, RFC, official documents of products, creating blog posts, etc.)

  • Experience as a team leader or mentor, hands-on experience in mentoring, staff development or team work building.

  • Ability to work in a fast-paced, team-oriented environment while maintaining a positive attitude towards customers and team-members.

  • General network knowledge (CCNA certification or equivalent experience).

  • Work critical cases as needed on a 24x7 basis or through an on-call model as needed

Other areas of interest:

  • Experience with H.323 and SIP protocols from a hardware and network standpoint.

  • Experience and knowledge of PBX systems are highly desirable

  • Administration of Exchange, Office 365, or Google Apps email and calendaring tools.

  • Active Directory federation and Single-Sign-On administration.

  • Experience managing a virtualized infrastructure.

  • Programming experience, including mobile app development with SDKs, REST API usage, and HTML/CSS.

  • Experience in administration of any of the following: Learning Management Systems and Learning Tools Interoperability (LTI), InfusionSoft, Marketo, Salesforce Pardot, Ontraport or other marketing tools.

Check us out with a free download: zoom.us/download

Zoom Video Communications is an equal opportunity employer and evaluates applicants regardless of an individual's age, race, color, gender, religion, national origin, sexual orientation, disability or veteran status. Our combined differences are what make us Zoom!

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Solutions Engineer

Navex Global

Posted 2 days ago

VIEW JOBS 11/24/2020 12:00:00 AM 2021-02-22T00:00 It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Position Summary: As a Solutions Engineer and key member of the sales organization, you will help NAVEX Global's customers realize the value of our Governance, Risk and Compliance (GRC) related application suite. In partnership with our sales professionals, you will support NAVEX Global's sales methodology, ensure that all parties understand project deliverables and exceed customer expectations. We Offer You: * An organization that is secure, growing and thriving with a reputation that we are proud to say is absolutely second to none * A workplace experience that is based on our determination to retain you each day and enables you to learn, grow and develop your career, and people dedicated to your success at every level * Competitive pay with benefits that matter, including the time and flexibility to balance the multiple roles you play in life What You Will Do: * Support the sales process for NAVEX Global's suite of applications and service-based solutions. * Manage the documentation of business requirements and scope used in the development of sales proposals and the associated Statement of Work. * Conduct pre-sales and business development activities; present complex business solutions to customers and prospects. * Establish and facilitate pre-sales needs assessments (for internal use) that identify high-value solutions and generate revenue opportunities. * Utilize various discovery techniques to increase the value of sales opportunities and build the sales pipeline as new solutions emerge from the process. * Perform technical pre-sales support for potential customers, including scenario-based product presentations, proposal development and assessments; including prototype system configuration for specified audiences. * Evaluate existing systems, processes, and/or user needs to analyze, recommend, design and implement best-practice application of the NAVEX Global solutions. * Conduct customer needs analysis and provide associated recommendations. * Develop requirements and specifications for proof-of concept "sandbox" systems and/or prototype demonstrations based on customer requirements. * Perform detailed discovery, allowing facilitation of value /benefits discussions. * Use a variety of technologies to create solution vision for our customers. * Research industry, buyer profile and market drivers to communicate with buyers and key decision makers. * Develop and implement a strategic business plan reflecting targeted markets and account management strategies. What You Will Need: * A bachelor's degree with an emphasis on business or computer science and prior work related experience or equivalent. * 3 - 5 years of complex solution sales, consulting or software solution implementation experience, including 2-3 years of solutions/sales engineering experience. Previous industry experience or knowledge of GRC would strongly support your success. * Familiarity with strategic selling, formal training or understanding of best practice models such as Miller Heiman, Solution Selling, SPIN or Challenger. * Experience and familiarity with business process management and SaaS delivery models; exposure to enterprise business applications such as GRC, ERP or CRM applications. * A strong background in technology-based business consulting, service contract sales and experience in the corporate marketplace preferred. * Strong project management skills; presentation skills, and scoping experience. * Proficiency in Salesforce.com, Windows 2010, Visio and Adobe Acrobat. * Excellent verbal and written communication skills and a commitment to collaborate with people. * Experience engaging with people across a variety of levels with diverse backgrounds. * A commitment to do the right things right. NAVEX Global is an equal opportunity employer, including disability/vets. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Navex Global Overland Park KS

Escalation Engineer

Zoom