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# Technical Support Engineer

- **Company:** Zoom Video Communications, Inc.
- **Location:** Lansing, MI, United States (Remote available)
- **Experience:** Expert
- **Salary:** $76,800.0 - $186,200.0
- **Contract:** Permanent contract
- **Skills:** Automatic Call Distributor, Application Programming Interfaces (APIs), VoIP, Software Debugging, H.323 Protocol, Session Initiation Protocols, Log Analysis, Packet Analyzer, OAuth, Diagnostic Tools, 3-tier Architectures, Restful APIs, Webhooks
- **Published:** October 17, 2026
- **Apply:** https://dejobs.org/x/x/2A128995B4DA4FE8BE17129C995D3D4C/job/

## About the Role

* 5+ years of customer-facing technical support experience at a Tier 3 level, or equivalent practical experience.
 * Deep expertise in VoIP protocols (SIP, H.323), IP Phones, SBC, PBX, call routing, and SIP trunking, with advanced voice and video quality troubleshooting skills including packet capture and SIP trace analysis.
 * Familiarity with IVR workflows, omnichannel solutions, and UC/CC environments.
 * Solid understanding of RESTful APIs, OAuth 2.0 (Server-to-Server and Authorization Code), webhooks, and API rate-limit patterns.
 * Ability to analyze network traces, console logs, HAR files, and crash reports to isolate root cause.
 * Proven ability to produce clear technical documentation, including RFCs and product guides, and communicate with equal clarity to engineering, product, and customer audiences, with strong written and verbal English skills.
 * Availability to work outside standard business hours, including weekends, holidays, and on-call coverage.

## Description

As a Technical Support Engineer on Zoom's Escalation Engineering team, you'll function as the highest level of technical escalation within Zoom Support, owning complex, sensitive, and high-priority customer cases from initial report through full resolution. Working at the intersection of customer advocacy and engineering collaboration, you'll use advanced diagnostic tools including log analysis, packet captures, and SIP traces to solve issues that few others can. This is a role for someone who thrives on hard technical problems, communicates with equal clarity across engineering and executive audiences, and takes genuine pride in the quality of every customer interaction. Beyond resolving cases, you'll mentor Tier 2 support teams and contribute customer insights that directly shape Zoom's product roadmap.

About the Team

The Escalation Engineering team is Zoom's premier technical support function, responsible for resolving the most technically complex and sensitive support situations across all of Zoom's products. Reporting to a Technical Support Manager, you'll collaborate with engineering, product, and global support teams to maintain a consistent, high-quality customer experience. The team covers the full spectrum of challenges, from single-user connectivity issues to Zoom's most critical, large-scale support events.

Responsibilities

 * Own all escalated support cases as the single technical point of contact, driving each from initial intake through full resolution and closure.
 * Deliver deep technical troubleshooting using logs, diagnostic tools, industry best practices, and proprietary systems to resolve complex customer issues.
 * Partner with engineering teams to reproduce, test, and deploy fixes and workarounds, including hotfixes, debug builds, server updates, and client releases.
 * Confirm solution effectiveness with customers prior to case closure, ensuring complete resolution and customer satisfaction.
 * Document case progress with clear, comprehensive updates that serve customer visibility, stakeholder insight, and internal collaboration.
 * Lead critical escalation meetings, including P0/P1 reviews, and sensitive conversations with technical and executive stakeholders to drive timely resolution.
 * Engage in engineering war rooms immediately upon major incident declarations and communicate status updates across the support organization.
 * Influence product quality by sharing structured customer feedback, contributing to documentation and training resources, and mentoring Tier 2 support teams.