Elite Technical Account Engineer - Remote UC/CC Expert

Zoom; Indianapolis (IN); Hybrid; USD 77,000 - 186,000; Full time

Benefits offered by this job

Benefits program

Job summary

Zoom is seeking an Elite Technical Account Engineer to serve as the primary technical expert for top customers, diagnosing issues across voice, video, and UC platforms. You will work with Engineering, Client Services, TAC, and Sales to resolve escalations and maintain deep product knowledge to guide customers effectively.

The role requires 5+ years in customer-facing tech support, strong networking and VoIP expertise, and willingness to work outside standard hours to keep critical customers

Qualifications

• 5+ years in customer-facing technical support at a Tier 3 level or equivalent.
• Deep expertise in VoIP protocols (SIP, H.323), IP Phones, SBC, PBX, and SIP trunking.
• Advanced voice/video troubleshooting with packet captures and SIP traces.
• Familiar with IVR workflows, omnichannel solutions, UC/CC environments.
• Strong networking knowledge with certifications like CCNA/Network+, AWS/Azure/ITIL.
• Ability to document technical guidance for customers.
• On-call availability outside standard hours.

Responsibilities

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

Skills

VoIP expertise

SIP

Packet analysis

SIP traces

UC/CC environments

Networking fundamentals

Certifications (CCNA/Network+)

Documentation

On-call availability

Tools

Wireshark

Log analysis tools

SIP traces analysis

Packet captures

Job description

Zoom is seeking an Elite Technical Account Engineer to serve as the primary technical expert for top customers, diagnosing issues across voice, video, and UC platforms. You will work with Engineering, Client Services, TAC, and Sales to resolve escalations and maintain deep product knowledge to guide customers effectively.

The role requires 5+ years in customer-facing tech support, strong networking and VoIP expertise, and willingness to work outside standard hours to keep critical customers