Senior Engineering Manager - Customer Support

What you can expect

Zoom is seeking a Senior Engineering Manager - Customer Support to lead a team developing and supporting solutions for the Customer Support platform. The role involves collaborating with stakeholders to define and optimize support processes using AI, Zoom data, and Zoom Contact Center capabilities. This dynamic position requires hands-on leadership to enhance customer support for both internal and external customers.

About the Team

At Zoom, we help people stay connected and enhance collaboration through products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinar. As dynamic problem-solvers, we design solutions with our customers in mind, working across teams to deliver impactful projects that transform communication. Join us for the opportunity to grow your career in a diverse, inclusive environment.

Responsibilities

• Leading and mentoring a team of engineers to develop solutions for Customer Support platforms using ServiceNow, Zoom Contact Center, and full-stack development.

• Hands-on experience with ServiceNow, Contact Center, workflows, AI, and system integrations to streamline support and reduce customer interactions.

• Driving KPI improvements and process optimization using context-aware data, influencing business leads to enhance support operations.

• Collaborating with on-shore and off-shore teams, ensuring task prioritization and clear communication with business stakeholders.

• Leading code reviews, identify system bottlenecks, and propose new technologies to improve performance and meet product requirements.

• Planning release schedules with managers, debug existing code, and apply design principles for short-and long-term solutions.

What were looking for

• Hold a BSc in Engineering, CS, or MIS, with extensive relevant industry experience(10+) and experience(4+) as an engineering manager.

• Have extensive hands-on knowledge of ServiceNow modules (Incident, Problem, Change Management, SAM, CMDB, Knowledge, Asset lifecycle, Integration Hub, Virtual Agent, AI capabilities).

• Be proficient in full-stack development with knowledge of AI solution development (nice to have) and optimizing customer support processes based on KPI data.

• Have experience with dev/data ops, CI/CD, and building scalable, fault-tolerant architectures to support rapid team growth.

• Be proficient in designing support workflows, microservices, and message queues; managed team development and career growth.

• Strong collaboration skills with a proven ability to build consensus, foster trust, and maintain strong relationships across all levels of the organization.

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!

Anticipated Position Close Date:

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 Learn for 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.
Were 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. Were 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 knowwere 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.