Service Engineer - Client
Service Engineer- Client
As an escalation point, you will work closely with the Support, Product, Platform, Engineering, and Technical Operations teams as Tier 2 support engineering to identify problems, hypothesize on root cause, test issues, manage the bugs ticket queue, and whatever is required to resolve issues rapidly and get our users back on track. The role requires that you can easily transition between speaking with Engineering, Developers, and customers (both technically skilled and novices).
You are smart, resourceful, and a team player excited to solve problems, advocate for users, and amplify ZOOM's core values. Above all, you like to relentlessly pursue user delight!
This is a senior level position.
Responsibilities:
•Monitor and manage service quality - Knowledge on monitoring and management tools Telecom experience and extensive knowledge of Service provider and voice technologies, IP Telephony and Conferencing solutions
Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution.
Collect information and document bugs with Engineering for product issues that are impacting customers. Build process or troubleshooting documentation in the support knowledge base. Deliver against customer experience and efficiency targets
Collaborate with multiple tiers of support, act as an escalation point, and investigate complex/corner issues including WEB/Client/Server/ Database service, debugging complex different OS environments and platforms.
Assess and prioritize customer cases to ensure timely response and resolution according to service standards and best practices, with an emphasis on escalated cases.
Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience. Serve as internal and external point of contact on customer matters and ensure emphasis on escalated cases.
Requirements:
5+ years of relevant industry experience
BS Degree (or equivalent experience) in Computer Science, Software
Engineering, or in a related field.
Knowledge & Experience in web related such as spring framework, Tomcat, Nginix
Working knowledge of programming technologies and languages, SQL queries to troubleshoot applications.
Experience with Linux, networking also in cloud environment (AWS, Azure)
High attention to detail and ability to troubleshoot with limited information and a clear plan of action
Experience with JIRA, or other bug tracking tools.
Excellent written and verbal communication skills.
Experience in programming languages of Java/Python
Previous Support Engineering / Developer Support experience also a plus!
Ensuring a diverse and inclusive workplace where we learn from each other is core to Zoom’s values. We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records as well as any qualified applicants requiring reasonable accommodations in accordance with the law.
We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.
All your information will be kept confidential according to EEO guidelines.
Explore Zoom:
Hear from our leadership team
Browse Awards and Employee Reviews on Comparably
Visit our Blog
Zoom with us!
Find us on social at the links below and on Instagram