Elite Technical Account Engineer: UC/CC & VoIP (Remote)

Zoom; Boston (MA); Hybrid; USD 77,000 - 186,000; Full time

Job summary

Zoom is seeking an experienced Technical Account Engineer for the Elite customer team. You will own end-to-end technical support for high-priority customers, diagnosing issues from initial report through resolution and closure.

You will analyze logs, packet captures, and SIP traces to ensure rapid, thorough resolutions. You will collaborate with engineering, Client Services, TAC, and Sales to resolve escalated issues and prevent recurrence, while strengthening cross-functional relationships and

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, and SIP trunking.
• Advanced voice and video quality troubleshooting, including packet captures and SIP traces.
• Familiarity with IVR workflows, omnichannel solutions, and UC/CC environments.
• Strong networking knowledge with certifications such as CCNA, CompTIA Network+, AWS, Azure, ITIL, or Microsoft Certified.
• Ability to produce clear technical documentation for customers, including RFCs and product guides.
• Willingness to work outside standard hours including weekends and on-call.

Responsibilities

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

Skills

SIP

H.323

IP Phones

SBC

PBX

Call routing

SIP trunking

Networking basics

Certifications

Packet analysis

Tools

Wireshark

Packet capture tools

Job description

Zoom is seeking an experienced Technical Account Engineer for the Elite customer team. You will own end-to-end technical support for high-priority customers, diagnosing issues from initial report through resolution and closure.

You will analyze logs, packet captures, and SIP traces to ensure rapid, thorough resolutions. You will collaborate with engineering, Client Services, TAC, and Sales to resolve escalated issues and prevent recurrence, while strengthening cross-functional relationships and