Elite Technical Account Engineer – UC/VoIP Specialist

Zoom; Olympia (WA); Hybrid; USD 77,000 - 186,000; Full time

Job summary

Zoom is seeking a Technical Account Engineer for the Elite customer team in the United States. You will be the primary technical expert for complex voice, video, and UC challenges, partnering with engineering, Client Services, TAC, and Sales to diagnose issues from first report through resolution.

You will own end-to-end support, troubleshoot using packet captures and SIP traces, and represent customers in war rooms while maintaining deep knowledge of Zoom products and the UC/CC ecosystem.

Qualifications

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

Responsibilities

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

Skills

VoIP

SIP

H.323

SIP trunking

Call routing

Packet captures

SIP traces

Networking

Documentation

Certifications

Education

CCNA

CompTIA Network+

ITIL

Microsoft Certified

AWS

Azure

Tools

Wireshark

Packet analysis tools

Zoom tools

Job description

Zoom is seeking a Technical Account Engineer for the Elite customer team in the United States. You will be the primary technical expert for complex voice, video, and UC challenges, partnering with engineering, Client Services, TAC, and Sales to diagnose issues from first report through resolution.

You will own end-to-end support, troubleshoot using packet captures and SIP traces, and represent customers in war rooms while maintaining deep knowledge of Zoom products and the UC/CC ecosystem.