Technical Account Manager

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

What You Can Expect

In this role, you'll join the Technical Account Management team as an individual contributor on Zoom's pooled TAM initiative, serving as a trusted technical resource for a broad portfolio of Zoom customers. You bring deep product knowledge and a proactive mindset, guiding customers toward the best outcomes with Zoom Workplace while representing their needs internally. Organized, responsive, and motivated by ownership, you'll play a meaningful part in driving customer satisfaction and long-term success.

About the Team

The Pooled TAM team sits at the intersection of technology and customer experience, building meaningful relationships and serving as technical consultants for Zoom's customers. We collaborate across departments to deliver resources, guidance, and advocacy that help customers succeed with our solutions. Our work is grounded in a shared commitment to excellence and a genuine belief that great technical partnerships make all the difference.

Responsibilities

• Act as a technical subject matter expert on Zoom's architecture, video collaboration, and audio solutions, providing guidance that elevates the customer experience.

• Own escalation pathways for complex technical challenges, driving timely resolution and clear communication with customers and internal teams.

• Deliver technical consultations on architecture integration and service optimization to help customers unlock the full value of Zoom Workplace.

• Represent the voice of the customer internally, surfacing business priorities and influencing product and process decisions.

• Track and share metrics with TAM leadership to inform process improvements and communicate program updates.

What We're Looking For

• Bachelor's degree in Engineering, Computer Science, or a related technology field, or equivalent experience.

• 3+ years of experience in a client-facing technical role, with a background in technical customer support or account management.

• Solid understanding of IP Telephony, SIP or H.323, and Audio/Video codecs, combined with hands-on experience troubleshooting network issues including firewalls and NAT.

• Experience with UDP/TCP/IP networking and familiarity with network topology and telecommunications architecture, including PBX, carriers, and VoIP.

• Proficiency with video conferencing or unified communications platforms such as Cisco/Tandberg, Polycom, Lifesize, or Microsoft Teams/Office 365.

• Exceptional communication and problem-solving skills, with the ability to articulate complex technical topics and address customer concerns with diplomacy and consistency.

• Familiarity with Zoom's partner and ecosystem landscape; experience mentoring team members or leading in ambiguous, high-growth environments is a plus.

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.

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—and we’re here to support you at every step.

We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law.

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.

Think of this opportunity as a marathon, not a sprint! We're building a strong team at Zoom, and we're looking for talented individuals to join us for the long haul. No need to rush your application – take your time to ensure it's a good fit for your career goals. We continuously review applications, so submit yours whenever you're ready to take the next step.

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 our data.

#LI-Remote

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