Remote Elite Technical Account Engineer

Zoom; Richmond (VA); Hybrid; USD 77,000 - 186,000; Full time

Job summary

Zoom is seeking a Technical Account Engineer on the Elite team to be the primary technical expert for Zoom’s UC/CC challenges. You will diagnose and resolve complex voice, video, and UC issues with advanced tools and collaborate with engineering, Client Services, TAC, and Sales to keep critical customers running.

Qualifications include 5+ years in customer-facing technical support, deep VoIP knowledge, and strong packet/SIP trace troubleshooting. Hybrid work model with on-call coverage.

Qualifications

• 5+ years of customer-facing technical support at Tier 3 or equivalent.
• Deep expertise in VoIP protocols (SIP, H.323), IP Phones, SBC, PBX, and SIP trunking.
• Advanced voice and video troubleshooting; read packet captures and SIP traces.
• Familiarity with IVR workflows, omnichannel UC/CC environments.
• Certifications such as CCNA, CompTIA Network+, Wireshark, AWS, Azure, ITIL, or Microsoft Certified.

Responsibilities

• Own end-to-end technical support for 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 products, integrations, and the UC/CC landscape to guide customers.

Skills

VoIP Protocols

SIP/H.323

Packet Analysis

SIP Traces

Networking Fundamentals

Certifications (CCNA/Network+)

Job description

Zoom is seeking a Technical Account Engineer on the Elite team to be the primary technical expert for Zoom’s UC/CC challenges. You will diagnose and resolve complex voice, video, and UC issues with advanced tools and collaborate with engineering, Client Services, TAC, and Sales to keep critical customers running.

Qualifications include 5+ years in customer-facing technical support, deep VoIP knowledge, and strong packet/SIP trace troubleshooting. Hybrid work model with on-call coverage.