Technical Account Consultant - Workplace & Architecture

Zoom; Santa Barbara (CA); Hybrid; USD 77,000 - 186,000; Full time

Job summary

Zoom is seeking a Technical Account Manager to serve as a trusted technical resource for a broad portfolio of customers. You will bring deep product knowledge and guide customers toward the best outcomes with Zoom Workplace, while representing customer needs internally.

You will own escalation pathways, deliver architecture consultations, and influence product decisions. This role emphasizes proactive ownership, strong communication, and collaboration across teams to drive customer success.

Qualifications

• Bachelor’s degree or equivalent experience in Engineering, CS, or related tech field.
• 3+ years in a client-facing technical role (customer support or TAM/account mgmt).
• Strong understanding of IP Telephony, SIP/H.323, and AV codecs; hands-on with network troubleshooting (firewalls/NAT).
• Experience with UDP/TCP/IP networking; familiarity with PBX, carriers, and VoIP.
• Proficiency with video conferencing / UC platforms like Cisco/Tandberg, Polycom, Lifesize, Teams/Office 365.

Responsibilities

• Act as a technical subject matter expert on Zoom architecture and Zoom Workplace products.
• Own escalation pathways for complex technical challenges and coordinate resolutions.
• Deliver architecture and service optimization consultations to maximize product value.
• Represent the voice of the customer to influence product and process decisions.
• Track and share metrics with TAM leadership to drive improvements.

Skills

Client-facing technical role

IP Telephony / SIP / H.323

Networking (UDP/TCP/IP)

Video conferencing / UC platforms

Problem solving / communication

Mentoring in high-growth environments

Education

Bachelor's degree in engineering/computer science

Tools

Cisco/Tandberg

Polycom

Lifesize

Microsoft Teams/Office 365

Job description

Zoom is seeking a Technical Account Manager to serve as a trusted technical resource for a broad portfolio of customers. You will bring deep product knowledge and guide customers toward the best outcomes with Zoom Workplace, while representing customer needs internally.

You will own escalation pathways, deliver architecture consultations, and influence product decisions. This role emphasizes proactive ownership, strong communication, and collaboration across teams to drive customer success.