Zoom is looking to solve complex customer issues and improve service quality by hiring a Tier 4 service engineer to troubleshoot and resolve incidents, and communicate effectively with engineers, developers, and technical support teams.
Requirements
- Demonstrate proficiency in at least one programming language (Java, C/C++, C, .NET, Python, JavaScript, HTML).
- Use relational databases (MySQL) and write efficient SQL queries.
- Familiarity with commonly used integrations such as Microsoft Outlook, Google Calendar, Salesforce, Marketo, and etc
- Operate across popular OS platforms (Windows, Mac, Linux); knowledge of mobile platforms (iOS, Android)
- Apply knowledge of security frameworks (JWT, OAuth2, SAML) and network protocols (TCP/UDP/IP, SIP, HTTP/HTTPS, SSL/TLS, XMPP).
- Develop and troubleshoot APIs, including installation, configuration, and platform operations.
- Lead root cause analysis and track defect resolution to completion, with attention to detail and the ability to troubleshoot with limited information.
Responsibilities
- Monitoring and managing service quality using monitoring and management tools; maintain knowledge of service provider, voice technologies, IP telephony, and conferencing solutions.
- Taking end-to-end ownership of customer issues, including troubleshooting, identifying root causes, and resolving incidents.
- Collecting information and document bugs with Engineering for product issues impacting customers.
- Creating process and troubleshooting documentation in the support knowledge base to improve efficiency and customer experience.
- Collaborating across multiple tiers of support, acting as an escalation point for complex issues including web, client, server, database services, and debugging across OS environments.
- Assessing and prioritizing customer cases to ensure timely response and resolution according to service standards and best practices.
- Participating in on-call rotation to provide continuous service support.
Other
- Exceeding customer expectations by delivering high-quality, timely responses and acting as a reliable point of contact internally and externally.
- Starting pay will be based on a number of factors and commensurate with qualifications & experience.
- We also have a location based compensation structure; there may be a different range for candidates in this and other locations
- Our structured hybrid approach is centered around our offices and remote work environments.
- As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health;
