Elite UC Engineer - Senior Technical Account Lead

Zoom; Denver (CO); Hybrid; USD 77,000 - 186,000; Full time

Benefits offered by this job

Hybrid work model

Remote work options

Job summary

Zoom is seeking an experienced Technical Account Engineer for its Elite customer team. 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 initial report through resolution.

You will own end-to-end support for Elite customers, using logs, packet captures, SIP traces, and proprietary tools to restore service and prevent recurrence.

Qualifications

• 5+ years in customer-facing technical support at Tier 3 level or equivalent.
• Deep knowledge of VoIP protocols, SIP, H.323, SBC, PBX, and SIP trunking.
• Advanced ability to read packet captures and SIP traces for troubleshooting.
• Familiarity with IVR workflows and UC/CC environments.
• Relevant professional certifications or equivalent credentials.
• Ability to create clear technical documentation for customers.

Responsibilities

• Own end-to-end technical support for Elite customers, from diagnosis to resolution.
• Troubleshoot voice, video, and UC issues using logs, captures, and traces.
• Collaborate with engineering, Client Services, TAC, and Sales on escalations.
• Coordinate high-priority war rooms and cross-functional solutions.
• Maintain deep product knowledge to guide customers effectively.

Skills

VoIP expertise

Packet analysis

SIP/UC knowledge

Networking basics

Certifications

Documentation

On-call readiness

Education

Industry certifications (CCNA, CompTIA Network+)

Tools

Wireshark

SIP trace tools

Packet capture tools

Zoom internal tools

Job description

Zoom is seeking an experienced Technical Account Engineer for its Elite customer team. 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 initial report through resolution.

You will own end-to-end support for Elite customers, using logs, packet captures, SIP traces, and proprietary tools to restore service and prevent recurrence.