What You Can Expect
The Service Engineer helps ensure customer satisfaction by taking full ownership of technical issues and providing expert support. They lead root cause analysis, work closely with engineering teams, and handle complex escalations. This role also involves improving support processes, creating automation tools, sharing knowledge, and updating Jira. The engineer joins customer calls to troubleshoot issues and takes part in the on-call rotation for continuous support.
About The Team
Service Engineers are problem-solvers who design thoughtful solutions with customers and users at the center. In this role, you’ll collaborate across teams to deliver impactful projects that transform how people communicate.
What We’re Looking For
- Have at least 6 years of relevant industry experience
- 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.
- Know QOS & SIP End to End call flow troubleshooting of VoIP services.
- Apply knowledge of security frameworks (JWT, OAuth2, SAML) and network protocols (TCP/UDP/IP, SIP, HTTP/HTTPS, SSL/TLS, XMPP).
- Lead root cause analysis and track defect resolution to completion, with attention to detail and the ability to troubleshoot with limited information.
- Design and develop automation and utilities to enhance service functionality and workflow.
- Show familiarity with AI and cloud environment
- Demonstrate experience with JIRA, or other bug tracking tools
- Have excellent verbal and written communication skills
Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.
Benefits
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; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.
About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.
Our Commitment
At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.
