Elite Technical Account Engineer - UC/CC (Remote)

Zoom; Providence (RI); Hybrid; USD 77,000 - 186,000; Full time

Job summary

Zoom is seeking a Technical Account Engineer to join the Elite customer team in a hybrid role. You will serve as the primary technical expert for Zoom's most complex voice, video, and UC challenges, diagnosing issues from first report to resolution with advanced tools and collaboration across engineering, Client Services, and Sales.

With 5+ years in customer-facing tech support and deep VoIP expertise, you will own escalations, read SIP traces, and guide customers using Zoom's UC/CC ecosystem.

Qualifications

• 5+ years in customer-facing technical support at Tier 3 or equivalent.
• Deep expertise in VoIP protocols (SIP, H.323) and call routing concepts.
• Advanced skills in voice/video QoS and reading packet captures/SIP traces.
• Familiarity with IVR workflows and UC/CC environments.
• Certified networking and security knowledge with documented credentials.

Responsibilities

• Own end-to-end technical support for Elite customers from diagnosis to resolution.
• Troubleshoot complex voice, video, and UC issues using traces and tools.
• Collaborate cross-functionally to resolve escalated issues and restore service.
• Represent customers in high-priority war rooms and coordinate solutions.
• Build deep product knowledge to guide customers with documentation and guides.

Skills

5+ years customer-facing tech support

VoIP SIP/H.323

SIP trunking

Packet trace analysis

IVR workflows familiarity

Networking fundamentals

Technical documentation

Education

CCNA

CompTIA Network+

Wireshark certification

AWS/Azure certification

ITIL

Microsoft Certification

Tools

SIP traces

Log analysis

Packet captures

Zoom proprietary tools

Job description

Zoom is seeking a Technical Account Engineer to join the Elite customer team in a hybrid role. You will serve as the primary technical expert for Zoom's most complex voice, video, and UC challenges, diagnosing issues from first report to resolution with advanced tools and collaboration across engineering, Client Services, and Sales.

With 5+ years in customer-facing tech support and deep VoIP expertise, you will own escalations, read SIP traces, and guide customers using Zoom's UC/CC ecosystem.