Elite UC/CC Technical Account Engineer — Remote

Zoom

Jackson (MS)

Hybrid

USD 77,000 - 186,000

Full time

14 days+

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Job summary

Zoom is seeking a Technical Account Engineer on the Elite team to act as the primary technical expert for our most complex voice, video, and UC challenges. You will diagnose issues from first report through resolution, using advanced tools and collaborating with engineering, Client Services, TAC, and Sales to restore service.

The ideal candidate has 5+ years of customer-facing technical support, deep SIP/VoIP knowledge, and strong networking skills.

Qualifications

5+ years in customer-facing technical support (Tier 3)
Deep expertise in VoIP protocols and SIP trunking
Advanced voice/video quality troubleshooting and packet trace analysis
Familiarity with IVR workflows and omnichannel UC/CC environments
Strong networking knowledge; relevant certifications (CCNA, CompTIA Network+, Wireshark, AWS, Azure, ITIL, or Microsoft Certified)

Responsibilities

Own end-to-end technical support for Elite customers from diagnosis to resolution and closure.
Troubleshoot complex voice, video, and UC issues using logs, 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 and coordinate cross-functional solutions.
Build deep knowledge of Zoom products and UC/CC landscape to guide customers effectively.