Elite Technical Account Engineer – UC & VoIP Expert

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

Benefits offered by this job

Hybrid work environment

Benefits program

Job summary

Zoom is seeking an experienced Technical Account Engineer to serve Elite customers on the UC/CC platform. You will diagnose issues from first report through resolution, using log analysis, packet captures, and SIP traces, while collaborating with engineering, Client Services, TAC, and Sales.

The role requires 5+ years of customer-facing tech support, strong networking knowledge, and the ability to communicate complex technical concepts in clear terms.

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/video quality troubleshooting including packet captures and SIP traces.
• Familiarity with IVR workflows, omnichannel UC/CC environments.
• General networking knowledge with relevant certifications (CCNA, CompTIA Network+, Wireshark, AWS, Azure, ITIL, MS cert).
• Ability to produce clear technical documentation for customers (RFCs, guides).
• Willingness to work outside standard business hours, including weekends/holidays/on-call

Responsibilities

• Own end-to-end technical support for assigned Elite customers, from diagnosis through resolution and 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 and restore service.
• Represent customers in high-priority war rooms, coordinating cross-functional solutions under pressure.
• Build and maintain deep knowledge of Zoom's UC/CC products and integrations to guide customers effectively.

Skills

VoIP protocols

SIP traces

Packet captures

Networking fundamentals

Documentation

On-call support

Tools

Wireshark

SIP traces tools

Log analysis tools

Zoom internal tools

Job description

Zoom is seeking an experienced Technical Account Engineer to serve Elite customers on the UC/CC platform. You will diagnose issues from first report through resolution, using log analysis, packet captures, and SIP traces, while collaborating with engineering, Client Services, TAC, and Sales.

The role requires 5+ years of customer-facing tech support, strong networking knowledge, and the ability to communicate complex technical concepts in clear terms.