Subject Matter Expert (Support&Ops)

About the role

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\

What you'll do

• Incident & Service Request Management\\r\
• Provide Level 2 support for Zoom Meetings, Zoom Phone, Zoom Chat, Webinars, and collaboration services.\\r\
• Troubleshoot and resolve meeting, audio, video, connectivity, and user access issues.\\r\
• Handle incidents, service requests, and change activities through ITSM platforms such as ServiceNow.\\r\
• Participate in major incident investigations and escalation management activities.\\r\

What you need

• 5–7 yrs of experience
• Reporting
• Root cause analysis
• ServiceNow
• Azure
• Voice process
• AWS
• Any graduate

Good to have

• CI/CD
• PowerShell
• Python
• Firewalls