Technical Account Engineer
Job Summary
Serving as the primary technical expert for Zoom's most complex voice, video, and unified communications challenges, the full-time Technical Account Engineer will manage end-to-end technical support for assigned Elite customers, collaborating with cross-functional teams to diagnose and resolve issues remotely.
Key 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 proprietary tools
- Represent assigned customers in high-priority war rooms, coordinating cross-functional solutions under pressure
Required qualifications
- 5+ years of customer-facing technical support experience, functioning at a Tier 3 level or equivalent
- 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 relevant certifications such as CCNA or CompTIA Network+
Complete Job Description
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