Elite UC/VoIP Technical Account Engineer

Zoom; Augusta (ME); Hybrid; USD 77,000 - 186,000; Full time

Job summary

Zoom is seeking a Technical Account Engineer on the Elite team to act as the primary technical expert for the most challenging voice, video, and UC problems. You will diagnose issues from first report to resolution, partnering with engineering, Client Services, TAC, and Sales using logs, captures, and SIP traces to restore services for Zoom's most critical accounts.

This role blends deep technical work with customer impact, enabling you to build UC/CC expertise across Zoom's portfolio while

Qualifications

• 5+ years of customer-facing technical support experience at a Tier 3 level.
• Deep expertise in VoIP protocols (SIP, H.323), IP Phones, SBC, PBX, and SIP trunking.
• Advanced voice and video troubleshooting with 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 similar).
• Ability to produce clear technical documentation for customers.
• Availability 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 proprietary tools.
• Collaborate with engineering, Client Services, Technical Account Management, 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, integrations, and the broader UC/CC landscape to guide customers effectively.

Skills

VoIP protocols (SIP, H.323)

Voice and video troubleshooting

IVR workflows/UC-CC environments

Networking knowledge + certifications

Technical documentation

On-call availability

Job description

Zoom is seeking a Technical Account Engineer on the Elite team to act as the primary technical expert for the most challenging voice, video, and UC problems. You will diagnose issues from first report to resolution, partnering with engineering, Client Services, TAC, and Sales using logs, captures, and SIP traces to restore services for Zoom's most critical accounts.

This role blends deep technical work with customer impact, enabling you to build UC/CC expertise across Zoom's portfolio while