[Hiring] Technical Account Engineer @Zoom

Role Description

We are looking for a Technical Account Engineer (TAE) to join our Premier Elite Support & Services team. Reporting to the Elite Premier Support & Services Manager, you will provide deep technical troubleshooting for issues related to our customers.

• Support all escalated issues for Zoom's Elite customers, ranging from complex support situations to single user connection problems.
• Isolate and identify problems and causes that directly affect the customer's usage of Zoom.

Qualifications

• Bachelor's Degree in Computer Science, Engineering, Management Information Systems or similar.
• 5+ years of customer-facing Tier 2 or Tier 3 level Technical Support experience.
• Solid technical expertise in Unified Communications and Contact Center (voice & video), including:
  • Deep knowledge of VoIP protocols, specifically SIP and H.323.
  • Experience with SBC, PBX, Call routing, and SIP trunking.
  • Advanced skills in voice and video quality troubleshooting.
  • Familiarity with IVR workflows and omnichannel solutions.
  • Strong debugging skills, including the ability to read and analyze packet captures and SIP call traces.
• Familiar with PC, Mac, Android, and iPhone applications and products.
• Write technical documents (creating documents to explain technical issues to the customers, RFC, official documents of products, creating blog posts, etc.)
• General network knowledge (CCNA, CompTIA Network+ certification or similar). CCNA certification in particular is desirable for this role.
• Experience deploying .msi files and mass package creation and deployment.
• Previous IT Administration, Network Security and Group Policy experience.
• Relevant industry certifications in Wireshark, VCP, AWS, AZURE, ITIL, CCNA, Microsoft Certified Associate/Expert or equivalent are highly desired.
• MS Exchange administrative and support experience, also Google Calendaring.
• Ability to work outside of normal business hours, weekends or holidays as necessary, including being available via an on-call type process.

Requirements

• Be a single contact and owner providing high level technical support to our customers.
• Take ownership of customer issues, providing initial troubleshooting and triage.
• Collect information and logs and work with engineering to investigate.
• Own all issues through to resolution and recommend continuous improvements where relevant.
• Understand customers' holistic UC product solution, environment, connectivity, use cases and change requirements.
• Be the technical owner and champion of all escalated support tickets and issues reported by the assigned customers.
• Use log analysis, system tools, industry standard troubleshooting best practices, Zoom proprietary tools, and other debugging methods.
• Work with engineering to resolve escalated issues, which may include reproducing or testing fixes or workarounds.
• Work with peer organizations in Client Services Management, Technical Account Management, and Sales for customer specific activities or discussions.
• Attend emergency war rooms created to address high priority service challenges for the customers you are assigned.
• Stay up to date with all of Zoom's products, offerings, and integrations and those of software and hardware competitors and partners in the industry.

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.

Company Description

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.