Escalation Specialist

What you can expect
As an Escalation Specialist, you will be the primary technical contact for escalated customer cases, owning them from start to finish. You’ll use advanced troubleshooting tools and collaborate with engineering to diagnose, replicate, and resolve issues. Your role involves communicating clearly with customers and stakeholders, managing high-priority service challenges, and contributing feedback to improve Zoom’s products. Additionally, you will support and mentor Tier 2 technical support teams and work across global teams to maintain consistent, high-quality customer service.

About the Team
We are looking for a full-time Escalation Specialist, reporting to the Senior Technical Support Manager. You will provide deep technical troubleshooting for issues related to all customers escalated to you. The Escalation Specialist team is the highest form of escalation within Zoom Support and is responsible for supporting all the issues for Zoom’s customers escalated to them. Issues may range from Zoom's most technically complex or sensitive support situations along with single user connection problems. You will isolate and identify problems and root causes that directly affect our customer’s usage of Zoom.

Responsibilities

• Serving as the single point of contact and technical owner for all escalated support cases, overseeing them through resolution and closure.
• Delivering deep technical troubleshooting using logs, tools, industry best practices, and proprietary systems to resolve complex customer issues.
• Partnering with engineering teams to reproduce, test, and deploy fixes or workarounds, including hotfixes, debug builds, server updates, and client releases.
• Confirming solution effectiveness with customers prior to case closure to ensure full resolution and satisfaction.
• Documenting case progress with clear, comprehensive updates for customer visibility, stakeholder insight, and internal collaboration.
• Leading critical meetings (e.g., P0/P1) and sensitive conversations with technical and executive stakeholders to drive timely issue resolution.
• Engaging with global peers and cross-functional teams (Client Services, TAMs, Sales) to ensure aligned support strategies and consistent communication.
• Influencing product improvements by sharing customer feedback, enhancing documentation and training, and mentoring Tier 2 support teams.

What we’re looking for

• Demonstrate a customer-focused and collaborative approach while effectively managing interactions during high-impact situations.
• Hold a Computer Science, Engineering, Management Information Systems, or equivalent professional experience.
• Bring 5+ years of experience in customer-facing Tier 2 or Tier 3 technical support roles, with the ability to resolve complex issues.
• Apply knowledge in Unified Communications, including experience with video and telephony-based products.
• Manage multiple cases or customer issues simultaneously, maintaining responsiveness and attention to detail.
• Communicate clearly in written and spoken English; welcome and value proficiency in additional languages.
• Lead or participate in meetings with customers and partners, and create technical documentation such as RFCs, product materials, and blog posts.
• Use foundational networking knowledge (e.g., CCNA, CompTIA Network+), with preferred experience in IT administration, network security, and Group Policy.
• Obtain or pursue certifications such as Wireshark, VCP, AWS, Azure, ITIL, CCNA, or Microsoft Certified credentials.
• Work flexible hours, including evenings, weekends, or holidays as needed, and participate in an on-call rotation.
   

Salary Range or On Target Earnings:

Minimum:

Maximum:

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure;  there may be a different range for candidates in this and other locations

At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!

Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learnfor more information.

About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment​

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.