Remote Elite UC/CC Technical Account Engineer

Zoom; Helena (MT); Hybrid; USD 77,000 - 186,000; Full time

Job summary

Zoom is seeking an experienced Technical Account Engineer to serve our Elite customer team. You will act as the primary technical expert for Zoom’s most complex voice, video, and unified communications challenges, partnering with engineering, Client Services, TAC, and Sales to diagnose issues from first report to resolution.

Join a role that blends technical depth with customer impact, offering opportunities to deepen UC/CC expertise and support some of Zoom’s most strategic accounts while

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, call routing, and SIP trunking.
• Advanced voice and video troubleshooting, including reading packet captures and SIP traces.
• Familiarity with IVR workflows, omnichannel UC/CC environments.
• Strong networking knowledge with certifications such as CCNA, CompTIA Network+, Wireshark, AWS, Azure, ITIL, or Microsoft Certified.
• Ability to produce clear technical documentation for customers (RFCs, product guides).
• Availability to work outside standard hours, including weekends, holidays, 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 traces

Packet analysis

UC/CC environments

Networking fundamentals

Certifications (CCNA, Network+)

Tools

Log analysis tools

Packet captures

Wireshark

Job description

Zoom is seeking an experienced Technical Account Engineer to serve our Elite customer team. You will act as the primary technical expert for Zoom’s most complex voice, video, and unified communications challenges, partnering with engineering, Client Services, TAC, and Sales to diagnose issues from first report to resolution.

Join a role that blends technical depth with customer impact, offering opportunities to deepen UC/CC expertise and support some of Zoom’s most strategic accounts while