[Hiring] Service Engineer @Zoom Communications, Inc.

Role Description

The Senior Service Engineer (ZP3) is a highly skilled technical expert responsible for end-to-end ownership of customer issues. You will lead complex troubleshooting, drive critical incident resolution, deliver high-quality RCA's, and contribute directly to product and service improvements. This role requires deep domain expertise, dynamic leadership in escalations, and the ability to streamline support processes to reduce effort and increase resolution speed.

We’re problem-solvers working fast to design solutions with our customers and users in mind. You will collaborate across teams to deliver impactful results that ensure product reliability, customer satisfaction, and continuous improvement across the Zoom Platform. You will act as a technical SME, a critical problem owner, and a driver of service excellence within a diverse and inclusive environment.

• Optimizing video conferencing technologies, SIP/H.323, VoIP, and real-time communication systems.
• Work with network protocols, such as TCP/UDP/IP, HTTP/S, TLS/SSL, SIP/H.323, XMPP, and Web Socket.
• Owning and delivering high-quality, timely RCA's for critical incidents to identify underlying issues and prevent recurrence.
• Conduct deep analysis of logs, metrics, signals, and system diagnostics to uncover root causes.
• Collaborating closely with Engineering, SRE, Product Managers, and Developers to drive product quality and performance enhancements.
• Provide actionable customer insights and feedback to improve workflows, resiliency, and user experience.
• Driving innovation within support workflows to reduce manual effort and improve debugging.
• Develop automation, utilities, scripts, and tools that accelerate troubleshooting and improve customer experience.
• Facilitating customer debugging calls and guide teams through complex technical investigations.
• Create and share troubleshooting documents, best practices, and internal knowledge resources.

Qualifications

• 6+ years of relevant industry experience in service engineering, support engineering, or technical operations.
• Provide expertise in Microsoft 365, Exchange, Azure AD, and SSO.
• Provide API troubleshooting, platform configuration, and RESTful integrations.
• Have knowledge of at least one programming language (Python, Java, C#, C++, JavaScript, etc.).
• Understanding of SQL queries; knowledge of MySQL, DynamoDB, MongoDB or other relational/NoSQL databases.
• Demonstrate working knowledge of Microsoft Teams, Webex, or other UC solutions.
• Understand Windows, macOS, Linux; iOS/Android familiarity.

Requirements

• Salary Range or On Target Earnings: Minimum: $98,900.00 Maximum: $228,700.00.
• In addition to the base salary and/or OTE listed, Zoom has a Total Direct Compensation philosophy that takes into consideration base salary, bonus, and equity value.
• Starting pay will be based on a number of factors and commensurate with qualifications & experience.
• Location-based compensation structure; there may be a different range for candidates in this and other locations.

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.

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.

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.