Elite UC/CC Technical Account Engineer

Zoom; City of Albany (NY); Hybrid; USD 77,000 - 186,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Zoom is seeking an experienced Technical Account Engineer for its Elite customer team in a hybrid role. You will act as the primary technical expert for the most complex voice, video, and UC challenges, partnering with engineering, Client Services, TAC, and Sales to diagnose and resolve issues from first report through closure.

You will leverage log analysis, packet captures, SIP traces, and Zoom tools to ensure service is restored swiftly.

Qualifications

• 5+ years of customer-facing technical support experience, operating at a Tier 3 level or equivalent.
• Deep expertise in voice/video protocols and UC/CC environments.
• Ability to read and analyze packet captures and SIP traces.
• Strong networking knowledge with relevant certifications.

Responsibilities

• Own end-to-end technical support for Elite customers, from diagnosis to resolution.
• Troubleshoot complex voice, video, and UC issues using logs, traces, and Zoom tools.
• 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.

Skills

VoIP protocols SIP/H.323

SIP traces

Packet captures

UC/CC environments

Networking basics

Technical documentation

On-call availability

Job description

Zoom is seeking an experienced Technical Account Engineer for its Elite customer team in a hybrid role. You will act as the primary technical expert for the most complex voice, video, and UC challenges, partnering with engineering, Client Services, TAC, and Sales to diagnose and resolve issues from first report through closure.

You will leverage log analysis, packet captures, SIP traces, and Zoom tools to ensure service is restored swiftly.