Zoomies help the world connect — and deliver happiness while doing it. We set out to build the best video conferencing product for the enterprise, and today help people communicate better with products like Zoom Phone, Zoom Rooms, Zoom Video Webinars, Zoom Apps, and OnZoom.

We’re problem-solvers and self-starters, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to dig deep into impactful projects that are changing the way people communicate, and enjoy opportunities to advance your career in a diverse, inclusive environment. 

As a service engineer manager, you will lead a technical team of service engineers. You will develop relationships between Support, Product, Platform, Engineering, and Technical Operations teams 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.

You must enjoy leading and coaching, be resourceful, and a team player that is 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 technical people manager position.

Responsibilities:

• Successfully lead technical service engineers in a fast pace, high growth environment; Manage service escalations from customers and own full issue lifecycle

• Point person to identify, manage and resolve customer feature requirements and enhancements with security and usability focus

• Provide guidance to your team about how to monitor and manage service quality - Be the SME on Unified Communications (UC) specifically areas around Conferencing, Contact Center integrations, IP Telephony and SIP technologies

• Strong understanding of SaaS-based architectures and delivery models to aid optimized delivery to customers

• Knowledge of monitoring and management tools Telecom experience and extensive knowledge of Service provider and voice technologies, IP Telephony, and Conferencing solutions.

• Empower your team to 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. Work with the Product Management and User Experience (UX) teams to prioritize and deliver superior experiences to customers.

• Build processes and help refine documentation in the support knowledge base. Deliver against customer experience and efficiency targets.

• Partner and collaborate with numerous departments to ensure your team is successful. Service Engineers will work 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 your team’s customer cases ensuring timely response and resolution according to service standards and best practices, with an emphasis on escalated cases.

• Manage your team to ensure every service engineer meets or exceeds customer expectations on response quality, timeliness of responses, and overall customer experience. Serve as an internal and external point of contact on customer matters and ensure customer issues are resolved as expediently as possible.

Requirements:

• Previous experience as a people manager in an engineering environment is required

• 10+ years of relevant industry experience

• BS Degree or Master's Degree (or equivalent experience) in Computer Science, Software Engineering, or in a related field.

• Experience in SaaS platform specifically in development, solution, service engineering is a requirement

• Knowledge & Experience in API and integration, MS-Office & GSuite integrations, 365 add-in, Outlook plugin, Slack integrations, Google Extension, Epic/Marketo/Eloqua/Pardot 

• Working knowledge of programming technologies and languages, SQL queries to troubleshoot applications.

• Experience with Linux, networking also in a cloud environment (AWS, Azure, Google)

• 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 analytical and tactical management of complex customer escalations

• Strong written comprehension and verbal communication skills.

• Previous Support Engineering / Developer Support experience is a plus

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