Escalation Engineer - Developer Advocate


Anywhere Remote only

Full time

$89.8-209.6k (annually)

Software Engineering / Software Developer

Mar 18

About This Role


Escalation Engineer - Premier Developer Support Team:

The Premier Developer Support (PDS) team provides high-level support and consultation to our customers with Premier Developer Support services. The Premier Developer Support team is part of the Escalation Engineering team. The team will work with the large cross section of PDS customers including independent software vendors, EDU, healthcare and private sector.

PDS & Application migrations:

The PDS team may also work on customer-requested app migrations since these cases will likely require involvement with our Legal Developer Operations teams.

Roles and Responsibilities

  • Driving all activities of a customer’s application development utilizing Zoom API/SDK
  • Guiding the customers to solve the IT requirements especially by leveraging Zoom API/SDK
  • Designing next generation communication solutions for Zoom customers
  • Solution and architectural design and implementation
  • Working with the Escalation and Service Engineering teams on Zoom API/SDK related customer issues
  • Working across multiple boundaries
  • Driving the Zoom Vision


  • Bachelor's degree in Computer Science, Engineering or related degree or technical experience equivalent
  • Experience with REST APIs
  • Basic understanding of HTML/CSS/JavaScript in frontend web technologies
  • 5+ Years of strong programming and software development background
  • Domain expertise in SaaS, API/SDK and ISV partnership models
  • Technical expertise and understanding of integration technologies such as REST and SOAP API operations and JSON concepts, as well as other web and database technologies, middleware and security appliances
  • Strong technical background and application development experience ideally in one or more of the following languages: C++,C#,Java, .NET, PHP, Python, JS and/or NodeJS
  • Previous experience on Electron s/w suite is a good to have
  • Developer Support OP/Marketplace OP access
  • ELK/Kibana read-only access
  • Postman/API Testing Tool
  • Developer IDE/text editor

Desired Skills

  • Experience working within the tech start up community
  • End-to-end IT systems knowledge
  • Ability to apply IT Systems knowledge to customer solution design
  • Understand Zoom partner and ecosystem partners, products and applications
  • Act as a leader when the situation warrants
  • Be flexible and able to function in a high growth environment

Soft skills

  • Ability to build a strong relationship with clients through collaboration and cooperation
  • Critical escalation skills, remaining calm in the face of adversity, and able to handle high-pressure situations
  • Strong written and verbal skills to ensure clear and concise information exchange
  • Formulate and communicate a technical solution/vision

Salary Range or On Target Earnings:



$209,600.00In 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.


Information about Zoom’s benefits is on our careers page here

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.

Work Styles at Zoom

In most cases, you will have the opportunity to choose your preferred working location from the following options when you join Zoom: in-person, hybrid or remote. Visit this page for more information about Zoom's Workstyles.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best video product 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. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

Explore Zoom:

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines. 

We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law. If you need any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at

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