Escalation Specialist

CO Salary Range: USD 76,800.00 - 186,200.00 per year

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.

• 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.

• 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.