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.


  • 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.


  • 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 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!

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Escalation Engineer