Elite Technical Account Engineer – Remote

Zoom; Raleigh (NC); Hybrid; USD 77,000 - 186,000; Full time

Job summary

Zoom is seeking an experienced Technical Account Engineer on the Elite team to serve as the primary technical expert for the most complex voice, video, and UC challenges. You will diagnose issues from first report through resolution, partnering with engineering, Client Services, TAC, and Sales to resolve escalations and restore service.

The role requires 5+ years of customer-facing technical support, deep SIP/SIP trunks expertise, and the ability to read packet captures and SIP traces.

Qualifications

• 5+ years in customer-facing technical support at a Tier 3 level or equivalent.
• Deep expertise in VoIP protocols, IP Phones, SBC, PBX, call routing, SIP trunking.
• Advanced voice/video quality troubleshooting and SIP trace interpretation.
• Familiarity with IVR workflows, omnichannel UC/CC environments.
• Certifications such as CCNA, CompTIA Network+, Wireshark, AWS/Azure/ITIL or similar.

Responsibilities

• Own end-to-end technical support for Elite customers from diagnosis to resolution.
• Troubleshoot complex voice, video, and UC issues using logs, captures, and traces.
• Collaborate with engineering, Client Services, TAC, and Sales to resolve escalations.
• Represent customers in high-priority war rooms and coordinate cross-functional solutions.
• Build deep product knowledge to guide customers with RFCs and official guides.

Skills

VoIP protocols SIP/H.323

SIP traces analysis

Packet capture analysis

UC/CC environments

Technical documentation

Tools

Wireshark

SIP traces tools

Packet analyzers

Job description

Zoom is seeking an experienced Technical Account Engineer on the Elite team to serve as the primary technical expert for the most complex voice, video, and UC challenges. You will diagnose issues from first report through resolution, partnering with engineering, Client Services, TAC, and Sales to resolve escalations and restore service.

The role requires 5+ years of customer-facing technical support, deep SIP/SIP trunks expertise, and the ability to read packet captures and SIP traces.