Elite Technical Account Engineer - Remote UC/CC Expert

Zoom

Cheyenne (WY)

Hybrid

USD 77,000 - 186,000

Full time

11 days ago

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Job summary

Zoom is seeking an experienced Technical Account Engineer to serve the Elite customer team, acting as the primary technical expert and escalation point for complex voice, video, and UC challenges. You will diagnose issues from first report to resolution, using logs, captures, and SIP traces while partnering with engineering, TAC, and Sales.

You will join a team that owns end-to-end resolutions for Zoom’s most strategic accounts, maintaining deep product knowledge and ensuring service continuity

Qualifications

5+ years in customer-facing technical support at Tier 3 or equivalent.
Deep knowledge of SIP, VoIP, IP phones, SBC, PBX, and SIP trunking.
Strong ability to analyze packet captures and SIP traces.
Familiar with UC/CC environments and IVR workflows.

Responsibilities

Own end-to-end technical support for Elite customers from diagnosis to closure.
Troubleshoot complex voice, video, and UC issues with logs 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.
Develop and maintain documentation, RFCs, and product guides for customers.

Skills

5+ years of customer-facing technical"

VoIP protocols (SIP, H.323)

SIP traces & packet analysis

Voice & video quality troubleshooting

UC/CC environments

Networking fundamentals

Technical documentation

Tools

CCNA

CompTIA Network+

Wireshark

AWS

Azure

ITIL

Microsoft Certified

Job description

You will join a team that owns end-to-end resolutions for Zoom’s most strategic accounts, maintaining deep product knowledge and ensuring service continuity

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