Technical Account Engineer

About the TeamThe 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:$76,800.00Maximum:$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 locationsAt Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!Anticipated Position Close Date:10/09/26Ways of WorkingOur 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.BenefitsAs 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.