Remote Technical Account Engineer - UC/CC Expert (Elite)

Zoom; Carson City (NV); Remote; USD 77,000 - 186,000; Full time

Job summary

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

This role requires 5+ years in customer-facing tech support, deep VoIP expertise, packet analysis skills, and the ability to read SIP traces.

Qualifications

• 5+ years in customer-facing technical support at Tier 3 or equivalent.
• Deep knowledge of VoIP protocols, call routing, and SIP trunking.
• Advanced voice/video troubleshooting with packet captures and SIP traces.
• Familiarity with IVR, omnichannel UC/CC solutions.
• Certifications such as CCNA, CompTIA Network+, AWS, Azure, ITIL, or Microsoft Certified.

Responsibilities

• Own end-to-end technical support for Elite customers, from diagnosis to resolution.
• Troubleshoot voice, video, UC issues using logs, captures, SIP traces, and Zoom tools.
• 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.

Skills

Customer-facing support

VoIP SIP

Packet traces

UC/CC environments

Networking certs

Tools

Wireshark

SIP tools

Job description

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

This role requires 5+ years in customer-facing tech support, deep VoIP expertise, packet analysis skills, and the ability to read SIP traces.