Technical Account Manager

About the TeamThe 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:Maximum:

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 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.