Technical Account Manager

Zoom; United States; Hybrid; USD 77,000 - 186,000; Full time

Benefits offered by this job

Benefits program

Job summary

Zoom is seeking a Technical Account Manager to join the Pooled TAM initiative. You will be a trusted technical resource for a broad portfolio of customers, guiding them toward the best outcomes with Zoom Workplace while representing their needs internally.

You bring a BS in Engineering/CS (or equivalent), 3+ years in a client-facing technical role, and strong networking and video codec expertise. Excellent communication and problem-solving skills are essential for success in a fast-paced,

Qualifications

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

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.

Skills

IP Telephony

SIP/H.323

Networking

Video Conferencing

Communication Skills

Problem Solving

Education

Bachelor's degree

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: $76,800.00Maximum: $186,200.00In 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.

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

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. 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 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 for more information of how we use your data. #LI-Remote

Zoomies help people stay connected so they can get more done together. We set out on a mission to make video communications frictionless and secure by building the world’s best video product for the enterprise, but we didn’t stop there. With products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars, we bring innovation to a wide variety of customers, from the conference room to the classroom, from doctor’s offices to financial institutions to government agencies, from global brands to small businesses. We do what we do because of our core value of Care: care for our community, our customers, our company, our teammates, and ourselves. Our global employees help our customers meet happier, communicate better, and create meaningful connections the world over. Zoomies are problem‑solvers and self‑starters, working hard to get results and moving quickly 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.