Technical Account Engineer

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

Job summary

Zoom is seeking a Technical Account Engineer on the Elite customer team to serve as the primary technical expert and escalation point for complex voice, video, and UC challenges. You will partner with engineering, Client Services, TAC, and Sales to diagnose issues from first report through resolution using log analysis, packet captures, and SIP traces.

This role sits at the intersection of technical depth and customer impact, offering an opportunity to build expertise across Zoom's UC and CC

Qualifications

• 5+ years of customer-facing technical support experience 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 quality troubleshooting, including packet captures and SIP traces.
• Familiarity with IVR workflows, omnichannel solutions, and UC/CC environments.
• Strong networking knowledge with relevant certifications (CCNA, CompTIA Network+, etc.).
• Ability to produce clear technical documentation for customers (RFCs, guides).
• Willingness to work outside standard business hours, including weekends 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 tools.
• Collaborate with engineering, Client Services, TAC, 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 and the UC/CC landscape to guide customers effectively.

Skills

VoIP protocols

SIP/H.323

Networking fundamentals

Packet trace analysis

UC/CC experience

Technical documentation

On-call availability

Tools

Wireshark

Job description

Immigration sponsorship is not available for this position

What You Can Expect

As a Technical Account Engineer on the Elite customer team, you serve as the primary technical expert and escalation point for Zoom's most complex voice, video, and unified communications challenges. Day to day, you partner with engineering, Client Services, Technical Account Management, and Sales to diagnose issues from first report through resolution, using advanced tools including log analysis, packet captures, and SIP traces. This role sits at the intersection of technical depth and customer impact, offering a genuine opportunity to build expertise across Zoom's UC and CC ecosystem while keeping some of the company's most critical customers running.

About the Team

The Elite customer support team owns technical issues end-to-end for Zoom's most strategically important accounts, covering the full spectrum of UC and CC challenges. We collaborate closely with engineering and services teams to deliver fast, thorough resolutions and prevent recurrence. Our mission is straightforward: keep Zoom's most critical customers running and make sure they always have a capable, committed expert in their corner.

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.

What We're Looking For

• 5+ years of customer-facing technical support experience, functioning at a Tier 3, or equivalent practical experience.

• Deep expertise in VoIP protocols (SIP, H.323), IP Phones, SBC, PBX, call routing, and SIP trunking.

• Advanced voice and video quality troubleshooting skills, including the ability to read and analyze packet captures and SIP traces.

• Familiarity with IVR workflows, omnichannel solutions, and UC/CC environments.

• Strong general networking knowledge, supported by certifications such as CCNA, CompTIA Network+, Wireshark, AWS, Azure, ITIL, or Microsoft Certified (or equivalent credential).

• Ability to produce clear technical documentation for customers, including RFCs and product guides.

• Availability to work outside standard business hours, including weekends, holidays, and on-call coverage.

Salary Range or On Target Earnings:

Minimum:

$76,800.00

Maximum:

$186,200.00

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure; there may be a different range for candidates in this and other locations

Anticipated Position Close Date:

10/09/26

Ways of Working

Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits

As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn (https://careers.zoom.us/benefits) for more information.

About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form (https://form.asana.com/?k=OIuqpO5Tv9XQTWp1bNYd8w&d=1127274756253361) and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.

Our interviews are supported by BrightHire, a tool that helps us create a consistent and thoughtful interview experience and may include recordings. Please refer to our candidate privacy statement (https://www.zoom.com/en/trust/candidate-privacy-statement/) for more information of how we use your data.

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines