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April

Escalation Engineer, Apac (Based In Sydney/singapore)

Zoom - Sydney, NSW

IT
Source: uWorkin

JOB DESCRIPTION

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.

We are looking for a full-time Escalation Engineer, APAC in Zoom Australia/Singapore. The ideal Escalation Engineer is passionate about our Cloud Meeting vision, has a great attitude, and the ability to be reactive and proactive on a day-to-day basis. The Escalation Engineer is expected to be highly proficient in all areas related to our Zoom products and have the professional skills to interact positively with individuals at all levels of a customer’s organization.

Responsibilities

Escalation Engineer: Provide 24x7 deep technical troubleshooting for escalated issues that involve Zoom’s most technically complex or sensitive support situations. Isolate and identify problems and root causes that directly affect customer usage of Zoom.

Technical Expertise: Use log analysis, system tools, Zoom proprietary tools, and other sophisticated debugging methods to analyze problems and develop solutions to meet customer needs.

Interface to the engineering group: Interact directly with engineering to resolve escalated issues. Reproduction and verification of such issues and test fixes or workarounds. Work together to provide solutions to the customer which may include hot fixes and new release support.

Interface to the product group: Provide customer feedback to the product group regarding common problems. Work together to provide improvements to the product which may include changes to the design of the product, better documentation and more training.

Interface to the Customer: Communicate and work closely with customer contacts at technical and executive levels. Host and manage highly sensitive and highly technical meetings, maintaining focus on the meeting subject and productive troubleshooting.

War Room Attendance: Attend emergency war rooms created to address high priority service challenges for our customers. Field questions, updates, and concerns from the customer and coordinate solutions with team members, engineering, and other departments to restore services.

Communications: Maintain clear, concise, and positive communication for all escalated issues in a timely and efficient manner including follow-ups with customers, team members, and engineers.

Proactive Initiatives: Develop proactive initiatives to reduce number of tickets and escalations via supportability/serviceability reviews, front and backend automations, and new product introduction training to colleagues and customers.

Product Knowledge: Stay familiar with all of Zoom’s products, offerings, and integrations as well as those of software and hardware competitors and partners in the industry.

Research: Learn new technologies quickly in order to be fluent, solve problems, and convey details to customers, engineering and team members.

Collaboration: Work with team members at all levels, across different departments to develop solutions, improvements, and innovations to Zoom products and services. Share new findings or stop gaps with coworkers to improve knowledge base and team operations.

Mentor: Train Tier 1 and Tier 2 support engineers and help them resolve support cases more effectively. Provide documentation and guides to analyze and troubleshoot common issues.

Weekend & Evening Work: Weekend and evening work may be required. This is dependent upon customer needs and case details.

Requirements

  • Minimum of a Technical Bachelor's Degree (Computer Engineering, Management Information Systems or equivalent) with 5+ years of strong Tier 2 level Technical Support experience in a unified communications/telephony space
  • Ability to handle escalated issues and work directly with engineering and product
  • Excellent communication (both oral, written, and interpersonal) and customer escalation management skills are a must.
  • Ability to run a meeting with customers and other vendors in a confident and professional manner.
  • Ability to write technical documents (creating documents to explain technical issues to the customers, RFC, official documents of products, creating blog posts, etc.)
  • Experience as a team leader or mentor, hands-on experience in mentoring, staff development or team building.
  • Ability to work in a fast-paced, team-oriented environment while maintaining a positive attitude towards customers and team-members.

Mandatory Skill Sets Required
  • General network knowledge (CCNA, CompTIA Network+ certification or equivalent experience).
  • .msi files - package creation and management
  • MS Exchange support and management
  • Group Policy and GPO’s

Additional Technical Skills Desired For The Escalation Engineer Position
  • Experience with H.323 and SIP protocols from a hardware and network standpoint.
  • Telephony - Experience and knowledge of PBX systems
  • Administration of Exchange, Office 365, or Google Apps email and calendaring tools.
  • Programming experience, including mobile app development with SDKs, REST API usage, and HTML/CSS.
  • Experience in administration of any of the following: Learning Management Systems and Learning Tools Interoperability (LTI), InfusionSoft, Marketo, Salesforce Pardot, Ontraport or other marketing tools.
  • Active Directory Federation and Single-Sign-On administration.
  • Experience managing a virtualized infrastructure.
  • Fluency in general firewall configuration and functionality for troubleshooting
  • AWS Foundational, Associate, or Professional certifications or equivalent experience
  • Red Hat Certified or equivalent experience/fluency in Linux systems
  • Cybersecurity - CompTIA Security + or equivalent experience

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