Technical Account Engineer; TAE

What you can expect

What you can expect 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. The Technical Account Engineering team supports all escalated issues for Zoom's Elite customers. These range from Zoom's most technically complex or sensitive support situations along with single user connection problems.

You will isolate and identify problems and causes that directly affect the customer's usage of Zoom.

Customer Services play a crucial role in improving the customer experience within Zoom. We actively build relationships, encourage product usage, and act as dedicated post-sales contacts for customers. We provide customers with useful resources that will enable them to succeed with our solutions, we effectively manage internal procedures and work across departments. Our success is achieved by consistently implementing the strategies with a commitment to excellence.

• 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.

• Be a single contact and owner providing high level technical support to our customers. Take ownership of customer issues. Provide initial troubleshooting, 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, so help guide customers to successful resolution of issues reported.
• Be the technical owner and champion of all escalated support tickets and issues reported by the assigned customers, through resolution and ticket closure.
• 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 in either a standalone or customer specific environment.
• 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. Field questions, updates, and concerns from these customers and coordinate solutions with team members, engineering, and other departments to restore services.
• 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.

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.

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. Learn more information on benefits.

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…