Elite UC Engineer - Remote Support for Critical Accounts

Zoom; Santa Barbara (CA); Hybrid; USD 77,000 - 186,000; Full time

Job summary

Zoom is seeking a Technical Account Engineer on the Elite customer team to serve as the primary technical expert and escalation point for complex voice, video, and UC challenges. You will partner with engineering, Client Services, TAC, and Sales to diagnose issues from first report through resolution using log analysis, packet captures, and SIP traces.

This role sits at the intersection of technical depth and customer impact, offering an opportunity to build expertise across Zoom's UC and CC

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, and SIP trunking.
• Advanced voice and video quality troubleshooting, including packet captures and SIP traces.
• Familiarity with IVR workflows, omnichannel solutions, and UC/CC environments.
• Strong networking knowledge with relevant certifications (CCNA, CompTIA Network+, etc.).
• Ability to produce clear technical documentation for customers (RFCs, guides).
• Willingness to work outside standard business hours, including weekends and on-call.

Responsibilities

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

Skills

VoIP protocols

SIP/H.323

Networking fundamentals

Packet trace analysis

UC/CC experience

Technical documentation

On-call availability

Tools

Wireshark

Job description

Zoom is seeking a Technical Account Engineer on the Elite customer team to serve as the primary technical expert and escalation point for complex voice, video, and UC challenges. You will partner with engineering, Client Services, TAC, and Sales to diagnose issues from first report through resolution using log analysis, packet captures, and SIP traces.

This role sits at the intersection of technical depth and customer impact, offering an opportunity to build expertise across Zoom's UC and CC