Technical Account Engineer

What you can expect​ Diagnose and resolve complex technical issues for Zoom's Elite customers. You'll partner with engineering and cross-functional teams using advanced troubleshooting tools. Your work directly protects customer experience on Zoom's platform. About the Team We support Elite customers across the full spectrum of UC challenges. Our team owns issues end-to-end, collaborating across engineering and services. We exist to keep Zoom's most critical customers running. Responsibilities Owning end-to-end technical support for assigned Elite customers, from issue diagnosis through resolution and ticket closure. Troubleshooting complex voice, video, and UC issues using log analysis, packet captures, SIP traces, and Zoom proprietary tools. Collaborating with engineering, Client Services, Technical Account Management, and Sales to resolve escalated issues and restore services. Representing assigned customers in high-priority war rooms, fielding questions and coordinating cross-functional solutions under pressure. Maintaining deep knowledge of Zoom's products, integrations, and the broader UC/CC landscape to guide customers effectively. What we’re looking for Demonstrate 5+ years of customer-facing Tier 2 or Tier 3 Technical Support experience, or equivalent practical experience. Possess deep expertise in VoIP protocols (SIP, H.323), IP Phones, SBC, PBX, call routing, and SIP trunking. Apply advanced voice and video quality troubleshooting skills, including reading and analyzing packet captures and SIP traces. Show familiarity with IVR workflows, omnichannel solutions, and UC/CC environments. Demonstrate general networking knowledge supported by qualifications such as CCNA, CompTIA Network+, or an equivalent credential. Demonstrate ability to write clear technical documentation for customers, including RFCs and product guides. Be available to work outside standard business hours, weekends, and holidays, including on-call coverage. Hold relevant industry certifications (e.g. Wireshark, AWS, Azure, ITIL , Microsoft Certified). 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 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 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 for more information of how we use your data. #LI-Remote