Elite UC/VoIP Technical Account Engineer

Zoom; Boise (ID); Hybrid; USD 77,000 - 186,000; Full time

Job summary

Zoom is seeking a Technical Account Engineer for our Elite team. You will be the primary technical expert and escalation point for complex voice, video, and UC challenges, partnering with engineering, Client Services, TAC, and Sales to diagnose issues from first report through resolution.

You will use log analysis, packet captures, and SIP traces to troubleshoot and resolve escalated problems, maintaining deep product knowledge and ensuring key customers stay connected.

Qualifications

• 5+ years in customer-facing technical support at Tier 3 or equivalent.
• Deep expertise in VoIP protocols (SIP, H.323) and SIP trunking.
• Strong ability to read packet captures and SIP traces for troubleshooting.
• Willingness to work outside normal hours including weekends and on-call.

Responsibilities

• Own end-to-end technical support for Elite customers from diagnosis to resolution.
• Troubleshoot voice, video, UC issues using logs, captures, and traces.
• Collaborate with engineering, Client Services, TAC, and Sales to resolve escalations.
• Represent customers in high-priority war rooms coordinating cross-functional solutions.
• Maintain deep knowledge of Zoom products and UC/CC landscape for customers.

Skills

SIP

H.323

IP Phones

SBC

PBX

Call routing

SIP trunking

Packet capture

Log analysis

UC/CC

Networking

CCNA

Wireshark

AWS

Azure

ITIL

Microsoft Certified

Education

CCNA

CompTIA Network+

Wireshark Certification

AWS Certification

Azure Certification

ITIL Certification

Microsoft Certified

Tools

Wireshark

SIP Tracing

Packet Capture

Job description

Zoom is seeking a Technical Account Engineer for our Elite team. You will be the primary technical expert and escalation point for complex voice, video, and UC challenges, partnering with engineering, Client Services, TAC, and Sales to diagnose issues from first report through resolution.

You will use log analysis, packet captures, and SIP traces to troubleshoot and resolve escalated problems, maintaining deep product knowledge and ensuring key customers stay connected.