Remote Elite Technical Account Engineer (UC/VoIP)

Zoom

Montpelier (VT)

Hybrid

USD 77,000 - 186,000

Full time

11 days ago

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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 and partner with engineering, Client Services, TAC, and Sales to diagnose issues from first report through resolution.

The role requires deep VoIP and UC knowledge, advanced troubleshooting, and the ability to coordinate across teams in high-pressure situations.

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/video quality troubleshooting with packet captures and SIP traces.
Familiarity with IVR workflows, omnichannel UC/CC environments.
Strong networking knowledge with relevant certifications.
Ability to produce clear technical documentation for RFCs and guides.
Willingness to work outside standard hours, including weekends and on-call.

Responsibilities

Own end-to-end technical support for Elite customers from diagnosis to resolution.
Troubleshoot complex voice, video, and 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 and coordinate cross-functional solutions.
Build deep knowledge of Zoom products and UC/CC landscape to guide customers.