Senior Technical Account Engineer – UC/VoIP Expert (Remote)

Zoom

Montgomery (AL)

Hybrid

USD 77,000 - 186,000

Full time

27 hours ago

Be an early applicant

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Job summary

Zoom is seeking a Technical Account Engineer on the Elite team to act as the primary technical expert for its most complex voice, video, and UC challenges. You will diagnose issues from first report to resolution, partnering with engineering, Client Services, TAC, and Sales using advanced tools such as log analysis, packet captures, and SIP traces.

This role blends deep technical depth with significant customer impact, offering a path to build expertise across Zoom's UC/CC ecosystem while

Qualifications

5+ years of customer-facing technical support experience at Tier 3 or equivalent.
Deep expertise in VoIP protocols, SIP/H.323, and related networking concepts.
Advanced voice/video quality troubleshooting with packet captures and SIP traces.
Familiarity with IVR workflows, omnichannel solutions, and UC/CC environments.
Certifications such as CCNA, CompTIA Network+, Wireshark, AWS, Azure, ITIL, or similar.

Responsibilities

Own end-to-end technical support for Elite customers from diagnosis to resolution.
Troubleshoot complex voice, video, and UC issues using logs, captures, SIP traces.
Collaborate with engineering, Client Services, TAC, and Sales to resolve escalated issues.
Represent customers in high-priority war rooms and coordinate cross-functional solutions.
Build and maintain deep knowledge of Zoom products and the UC/CC landscape.