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. 

Zoom is an award-winning workplace. We have been recognized by Comparably as #1 CEO, Company Happiness, Benefits, Compensation, Diversity, and more! Not to mention we’ve been awarded by Glassdoor as the 2nd Best US workplace & Best Large Company US CEO in 2018, Wealthfront, and Business Insider. Our culture focuses on delivering happiness, our commitment to transparency, and the tangible benefits we provide our employees and our customers.

Currently, we are looking for a Zoom Phone Solutions Engineer - to take care of our Majors customers. The ideal Zoom Phone SE is passionate about our Cloud Meeting vision and can act as a customer's trusted advisor, technical consultant, and will have exceptional experience in PBX/telephony systems. This individual will work with enterprise-level customers to help create the customer’s true UCaaS platform combining Zoom Video and Zoom Phone. 

Responsibilities:

Has a background in the Enterprise field in a technical / networking capacity with an emphasis on troubleshooting, support, and customer service. 

The applicant must have a deep understanding of many facets of Unified Communication that are at play in a Enterprise communications environments 

Multiple years of experience in the unified communications industry or the applicable equivalent 

The ability to Diagnoses and troubleshoots all Zoom Phone issues and assist customers in maintaining a stable, integrated, true UC platform 

To Provide high-level technical support to all Zoom Phone customers

Troubleshoots and reproduces customer technical issues to resolution and/or escalate

Applies expert knowledge of Zoom Communication services and phone technology

Responsible for training customer administration of Zoom Phone platform

Ability to answer complex technical questions in a clear, concise, and understandable manner

Must have the ability to understand a customer’s network and relevant infrastructure quickly and pinpoint integration possibilities 

Responds promptly to escalations while keeping detailed case notes

Manage escalated issues and collaborate with other internal departments to expedite resolution

Help develop and maintain customer-facing and internal help articles

Perform lab testing, work with Architecture team

Presales Engineering of VOIP solutions

Provide subject expertise as required

Requirements:

Knowledge of Zoom communication stack

Bachelor’s degree in a related field preferred

7+ years’ experience in a customer-focused sales/engineering role

Strong technical and interpersonal troubleshooting skills, perseverance and patience

Experienced in VOIP technology including SIP, RTP, QoS, COS, codecs

Knowledge of network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4), DNS, etc.

Networking, IT, or a telecommunications certification is a plus

Experience supporting telecommunications, networking or Software-as-a-Service products

Ability to work efficiently in a highly demanding team-oriented and fast-paced environment

Ability to communicate and empathize with all levels of customers – executives, end users, developers

Self-motivated with the ability to dive right in, be effective and make a difference

Experience working with multiple departments and managing multiple tasks concurrently

Influencing from the Pre-Sales capacity the addition of new customers while retaining and expanding our footprint within our existing customers

Contributing to the sales team and overall organization while exceeding quota and expectations.

• Sales Department is ranked in the top 5% of companies for Diversity on Comparably. 

• Zoom Video Communications is ranked in the top 5% of companies for Professional Development on Comparably. 

• Zoom Video Communications is ranked in the top 5% of companies for Overall Culture on Comparably. 

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