Elite Tech Account Engineer – UC/CC Specialist (Remote)

Zoom

Trenton (NJ)

Hybrid

USD 77,000 - 186,000

Full time

6 days ago

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Job summary

Zoom is seeking an experienced Technical Account Engineer for its Elite customer team in the United States. You will own end-to-end technical support for our most strategic UC/CC customers, diagnosing issues with logs, SIP traces, and packet captures, and coordinating with engineering and sales to ensure rapid resolutions.

You will need strong VoIP and networking knowledge, weekend/on-call availability, and the ability to document technical guidance for customers.

Qualifications

5+ years in customer-facing technical support (Tier 3).
Deep expertise in VoIP protocols, SIP, IP Phones, SBC, PBX, and trunking.
Advanced voice/video quality troubleshooting with packet analysis.
Familiar with IVR, omnichannel, UC/CC environments.
Strong networking knowledge with relevant certifications.

Responsibilities

Own end-to-end technical support for Elite customers from diagnosis to resolution.
Troubleshoot voice, video, and UC issues using logs, captures, and SIP traces.
Collaborate with engineering, Client Services, TAC, and Sales to resolve escalations.
Represent customers in war rooms and coordinate cross-functional solutions.
Build deep knowledge of Zoom products and UC/CC landscape to guide customers.