Elite Technical Account Engineer - UC & CC

Zoom; Overland Park (KS); Hybrid; USD 77,000 - 186,000; Full time

Job summary

Zoom's Elite Technical Account Engineering team seeks a seasoned engineer to own end-to-end technical support for our most strategic customers, diagnosing voice, video, and UC issues with logs, packet captures, and SIP traces.

Based in Overland Park, KS or similar hybrid work arrangement, you will collaborate with engineering, Client Services, and Sales, manage high-priority war rooms, and build deep product knowledge while delivering thorough, customer-focused resolutions.

Qualifications

• 5+ years of customer-facing technical support experience at Tier 3 or equivalent
• Deep expertise in VoIP protocols (SIP, H.323), IP Phones, SBC, PBX, call routing, SIP trunking
• Advanced voice and video quality troubleshooting using packet captures and SIP traces
• Familiarity with IVR workflows, omnichannel UC/CC environments
• Strong networking knowledge with relevant certifications such as CCNA, CompTIA Network+, ITIL, or equivalent
• Ability to produce clear technical documentation for customers (RFCs, guides)
• Availability to work outside standard business hours, including weekends and on-call coverage

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 escalated issues
• Represent customers in high-priority war rooms and coordinate cross-functional solutions
• Build deep knowledge of Zoom products and UC/CC landscape to guide customers effectively

Skills

VoIP protocols

Packet capture analysis

SIP/SIP trunking

Networking fundamentals

Technical documentation

On-call availability

Tools

Wireshark

Job description

Zoom's Elite Technical Account Engineering team seeks a seasoned engineer to own end-to-end technical support for our most strategic customers, diagnosing voice, video, and UC issues with logs, packet captures, and SIP traces.

Based in Overland Park, KS or similar hybrid work arrangement, you will collaborate with engineering, Client Services, and Sales, manage high-priority war rooms, and build deep product knowledge while delivering thorough, customer-focused resolutions.