Technical Account Engineer

Serving as the primary technical expert for Zoom's most complex voice, video, and unified communications challenges, the full-time Technical Account Engineer will manage end-to-end technical support for assigned Elite customers, collaborating with cross-functional teams to diagnose and resolve issues remotely. Key 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 proprietary tools Represent assigned customers in high-priority war rooms, coordinating cross-functional solutions under pressure Required qualifications 5+ years of customer-facing technical support experience, functioning at a Tier 3 level or equivalent 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 relevant certifications such as CCNA or CompTIA Network+