Senior Technical Account Engineer - UC/CC (Remote)

Zoom; Des Moines (IA); Hybrid; USD 77,000 - 186,000; Full time

Job summary

Zoom is seeking a Technical Account Engineer for its Elite customer team in the United States. You will act as the primary technical expert for the most complex voice, video, and UC challenges, partnering across engineering, Client Services, TAC, and Sales to diagnose issues from first report through resolution.

The role requires 5+ years of customer-facing tech support, deep SIP/H.323 VoIP knowledge, and strong networking credentials.

Qualifications

• 5+ years of customer-facing technical support experience at a Tier 3 level or equivalent.
• Deep expertise in VoIP protocols including SIP and H.323.
• Advanced voice/video quality troubleshooting with packet captures and SIP traces.
• Familiarity with IVR workflows, omnichannel solutions, and UC/CC environments.
• Strong networking knowledge and 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 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 and maintain deep knowledge of Zoom's UC/CC products to guide customers.

Skills

VoIP protocols (SIP/H.323)

UC/CC knowledge

Packet capture & SIP trace analysis

End-to-end customer support (Tier 3)

Networking fundamentals & credentials

Tools

Wireshark

SIP traces tooling

Job description

Zoom is seeking a Technical Account Engineer for its Elite customer team in the United States. You will act as the primary technical expert for the most complex voice, video, and UC challenges, partnering across engineering, Client Services, TAC, and Sales to diagnose issues from first report through resolution.

The role requires 5+ years of customer-facing tech support, deep SIP/H.323 VoIP knowledge, and strong networking credentials.