Technical Account Engineer
About The Position
As a Technical Account Engineer on the Elite customer team, you serve as the primary technical expert and escalation point for Zoom's most complex voice, video, and unified communications challenges. Day to day, you partner with engineering, Client Services, Technical Account Management, and Sales to diagnose issues from first report through resolution, using advanced tools including log analysis, packet captures, and SIP traces. This role sits at the intersection of technical depth and customer impact, offering a genuine opportunity to build expertise across Zoom's UC and CC ecosystem while keeping some of the company's most critical customers running. The Elite customer support team owns technical issues end-to-end for Zoom's most strategically important accounts, covering the full spectrum of UC and CC challenges. We collaborate closely with engineering and services teams to deliver fast, thorough resolutions and prevent recurrence. Our mission is straightforward: keep Zoom's most critical customers running and make sure they always have a capable, committed expert in their corner.
Requirements
- 5+ years of customer-facing technical support experience, functioning at a Tier 3, or equivalent practical experience.
- Deep expertise in VoIP protocols (SIP, H.323), IP Phones, SBC, PBX, call routing, and SIP trunking.
- Advanced voice and video quality troubleshooting skills, including the ability to read and analyze packet captures and SIP traces.
- Familiarity with IVR workflows, omnichannel solutions, and UC/CC environments.
- Strong general networking knowledge, supported by certifications such as CCNA, CompTIA Network+, Wireshark, AWS, Azure, ITIL, or Microsoft Certified (or equivalent credential).
- Ability to produce clear technical documentation for customers, including RFCs and product guides.
- Availability to work outside standard business hours, including weekends, holidays, and on-call coverage.
Responsibilities
- Own end-to-end technical support for assigned Elite customers, from issue diagnosis through resolution and ticket closure.
- Troubleshoot complex voice, video, and UC issues using log analysis, packet captures, SIP traces, and Zoom proprietary tools.
- Collaborate with engineering, Client Services, Technical Account Management, and Sales to resolve escalated issues and restore service.
- Represent assigned customers in high-priority war rooms, coordinating cross-functional solutions under pressure.
- Build and maintain deep knowledge of Zoom's products, integrations, and the broader UC/CC landscape to guide customers effectively.
Benefits
- Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.
- Award-winning workplace culture
- Commitment to delivering happiness
- Variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health
- Support work-life balance
- Contribute to their community in meaningful ways
- Opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.
- Fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential.
- Accommodation during the hiring process
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
