Elite UC/CC Technical Support Engineer - Remote

Zoom

Austin (TX)

Remote

USD 77,000 - 186,000

Full time

11 days ago

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Job summary

Zoom Austin is seeking an experienced Technical Account Engineer to own end-to-end technical support for elite customers. You will diagnose issues, analyze logs and SIP traces, and coordinate with engineering, sales, and TAC to restore service quickly.

You will work within a structured hybrid/work model, covering voice, video, and UC challenges. Candidates with 5+ years in customer-facing tech support and strong networking credentials are encouraged to apply.

Qualifications

5+ years of customer-facing technical support experience.
Deep expertise in VoIP protocols (SIP, H.323), IP Phones, SBC, PBX, call routing, SIP trunking.
Advanced voice and video quality troubleshooting, including packet captures and SIP traces.
Familiarity with IVR workflows, omnichannel solutions, UC/CC environments.
Strong networking knowledge with certifications (CCNA, CompTIA Network+, Wireshark, AWS, Azure, ITIL, or Microsoft Certified).
Ability to produce clear technical documentation for customers (RFCs, product guides).
Willingness to work outside standard hours, including weekends/holidays/on-call.

Responsibilities

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