Subject Matter Expert (Support&Ops)

Job description

The Zoom Support L3 Engineer is responsible for providing Level 3 operational and technical support for Zoom Unified Communications and Collaboration (UCC) services, including Zoom Meetings, Zoom Phone, Zoom Chat, Zoom Rooms, Zoom Webinars, and associated collaboration platforms.\\r\\n\\r\\nThe role involves incident resolution, user provisioning, service request fulfillment, configuration management, troubleshooting audio/video issues, Zoom Phone administration, and ensuring high service availability Key Responsibilities Incident & Service Request Management\\r\\nProvide Level 2 support for Zoom Meetings, Zoom Phone, Zoom Chat, Webinars, and collaboration services.\\r\\nTroubleshoot and resolve meeting, audio, video, connectivity, and user access issues.\\r\\nHandle incidents, service requests, and change activities through ITSM platforms such as ServiceNow.\\r\\nParticipate in major incident investigations and escalation management activities.\\r\\nZoom Administration\\r\\nPerform user provisioning, licensing, and RBAC role administration.\\r\\nConfigure and manage Zoom Meetings, Chat, Call Queues, Auto Receptionists, Recordings, Whiteboards, and AI Companion features.\\r\\nSupport DID assignments, Zoom Phone configurations, call routing, and survivability features.\\r\\nManage Zoom endpoints, IP phones, analog phones, media packs, and firmware upgrades.\\r\\nMonitoring & Operational Support\\r\\nMonitor Zoom service health, call quality metrics, logs, dashboards, and reporting tools.\\r\\nAnalyze call logs, QoS metrics, MOS scores, and service per Skill Requirements Experience\\r\\n5 to 7 years of experience in Unified Communications, Collaboration, or Enterprise Voice Support.\\r\\nMinimum 3+ years of hands-on experience supporting Zoom UCC platforms.\\r\\nExperience working in a 24x7 enterprise support environment.\\r\\nTechnical Skills\\r\\nZoom Technologies\\r\\nZoom Meetings\\r\\nZoom Phone\\r\\nZoom Chat\\r\\nZoom Webinars\\r\\nZoom Rooms\\r\\nZoom Recordings & Reporting\\r\\nZoom Whiteboard\\r\\nZoom AI Companion\\r\\nVoice & Collaboration\\r\\nZoom BYOC/BYOP environments\\r\\nSIP and H.323 protocols\\r\\nPSTN and Audio Conferencing\\r\\nAuto Receptionist and Call Queues\\r\\nDID Management\\r\\nEmergency Calling (E911)\\r\\nSystem Administration\\r\\nUser provisioning and license management\\r\\nRBAC administration\\r\\nEndpoint management and firmware upgrades\\r\\nIncident and change management\\r\\nTroubleshooting Skills\\r\\nAudio/video troubleshooting\\r\\nCall quality analysis\\r\\nSIP call flow troubleshooting\\r\\nLog analysis and dashboard monitoring\\r\\nRoot Cause Analysis (RCA)\\r\\nCollaboration Platforms\\r\\nMicr Other Requirements Good to Have Requirement\\r\\nZoom Certified Administrator (ZCA) or Zoom Phone Certification.\\r\\nExperience with Zoom API, SDK, Webhooks, and automation.\\r\\nKnowledge of PowerShell, Python, or scripting for operational automation.\\r\\nExposure to Azure, AWS, or cloud-based collaboration platforms.\\r\\nExperience with ServiceNow ITSM.\\r\\nUnderstanding of network fundamentals including LAN/WAN, QoS, DNS, and firewalls.\\r\\nExperience with packet capture and voice troubleshooting tools.\\r\\nKnowledge of Microsoft Teams Direct Routing and Operator Connect.\\r\\nFamiliarity with Agile methodology, Azure DevOps, or CI/CD practices.\\r\\nExposure to observability and monitoring platforms for collaboration services. 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