Technical Account Engineer at Zoom Video Communications

| Greater Denver Area | Remote
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About the Team

We are looking for a full-time Technical Account Engineer, reporting to the Senior Manager, Escalation Engineering. You will provide deep technical troubleshooting for issues related to specific customers. The TAE team will be responsible for supporting all of the issues for Zoom’s Elite customers ranging from Zoom's most technically complex or sensitive support situations along with single user connection problems. You will Isolate and identify problems and root causes that directly affect these customer’s usage of Zoom.

About the Role

  • Be a single point of contact providing dedicated and direct technical support to specific and assigned customers.

  • 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 any and all support tickets and issues reported by the assigned customers, through resolution and ticket closure.

  • Work with customers to validate solutions and confirm acceptable resolutions, prior to closing tickets.

  • Update and maintain support tickets with appropriate status and detail necessary for customer awareness, business stakeholder understanding, management review, engineering assistance, and reporting.

  • Use log analysis, system tools, industry standard troubleshooting best practices, Zoom proprietary tools, and other debugging methods to analyze problems and develop solutions to meet customer needs.

  • As appropriate or necessary, work with engineering to resolve escalated issues, which may include, reproducing or testing fixes or workarounds in either a stand alone or customer specific environment. 

  • Work together to provide solutions to the customer which may include hot-fixes, debug builds, server updates and/or new releases and client version support.

  • Work with the global TAE team (i.e. your peers) to maintain consistency in customer support and engagement in activity and actions outside of your specifically assigned business hours.

  • Work with peer organizations in Client Services Management, Technical Account Management, and/or Sales for customer specific activities or discussions.

  • Provide customer feedback to the product group regarding common problems. Work together to provide improvements to the product which may include changes to the design of the product, better documentation and more training.

  • Communicate and work with customer contacts at technical and executive levels. Host and manage sensitive and technical meetings, focusing on the meeting subject and productive troubleshooting.

  • Attend emergency war rooms created to address high priority service challenges for the specific 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.

  • Maintain concise, and positive communications for all issues accurately.

  • Stay familiar with all of Zoom's products, offerings, and integrations as well as those of software and hardware competitors and partners in the industry.

  • Learn the specifics of the customer's environments and use cases for each customer you are assigned to support. 

About You

  • Minimum, 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.

  • Ideal candidates will have recent Unified communications with video and telephony based products.

  • Familiar with PC, Mac, Android, and iPhone applications and products.

  • Ability to prioritize and manage multiple tickets simultaneously.

  • Proven ability and aptitude to troubleshoot complex technical issues with customers.

  • English written and oral communication skills. Other languages are highly desired.

  • Ability to manage customers and convey confidence during business impacting events.

  • Ability to host meetings with customers and vendors in a confident and professional manner.

  • 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 equivalent experience).

  • Experience deploying .msi files and mass package creation and deployment is a plus.

  • Previous IT Administration, Network Security and Group Policy experience is highly desired. 

  • Relevant industry certifications in Wireshark, VCP, AWS, AZURE, ITIL, CCNA, Microsoft Certified Associate/Expert or equivalent highly desired.

  • MS Exchange administrative and support experience, Outlook or Google Calendaring working knowledge highly desired.

  • Ability to work outside of normal business hours, weekends or holidays, as necessary, including being available via an oncall type process.

  • Team Player.

Colorado Salary Range or On Target Earnings:

Minimum:

$39.59 USD

Maximum :

$77.19 USD

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. Information about Zoom’s benefits is here. 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 other locations.

Ensuring a diverse and inclusive workplace where we learn from each other is core to Zoom’s values. We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records as well as any qualified applicants requiring reasonable accommodations in accordance with the law.

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

All your information will be kept confidential according to EEO guidelines.

Zoom requires all U.S. employees who will work in person at a Zoom office, attend in-person Zoom meetings or have in-person customer meetings to be fully vaccinated. Zoom will consider requests for reasonable accommodations for religious or medical reasons as required under applicable law.

Explore Zoom:

  • Hear from our leadership team

  • Browse Awards and Employee Reviews on Comparably

  • Visit our Blog

  • Zoom with us!

  • Find us on social at the links below and on Instagram

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Technology we use

  • Engineering
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • Shell/BashLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • DjangoFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • HiveDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • AWSDatabases
    • SalesforceCRM
    • ClariCRM
    • OutreachEmail
    • KnowledgeTreeEmail

Location

We are located North of the DTC area. Just a short drive away you can find trendy restaurants, bars, and the Cherry Creek Reservoir!
The United We Tech Series: The Zoom Episode
Watch

An Insider's view of Zoom Video Communications

What’s the vibe like in the office?

This office is fun, driven, smart, and happy. We’re proud of each other, our product, and how we work hard to make our customers happy and cared for.

Michael

Developer Advocate

What projects are you most excited about?

Right now, I’m most excited about optimizing our enablement programs at Zoom. As our team grows, it’s vital that we scale our programs and processes thoughtfully to ensure every Zoomie feels comfortable, confident, and equipped for success in their role. Watching individuals evolve as Zoom experts is both fun and fulfilling!

Ashley

Customer Success Operations Manager

How has your career grown since starting at the company?

In my year and a half at Zoom, I’ve had the privilege of moving from a BDR, to a Team Lead, to an Account Executive. Through each step, my manager was transparent, approachable & committed to my own professional growth. Zoom recognizes that not all career paths are the same, and each manager takes an individual approach to identify what drives you.

Nicole

Small/Medium Business Account Executive

How do you empower your team to be more creative?

One of the things I love about Zoom is the trust they have in me that allows me to be creative. Being a leader at Zoom I'm able to watch my team collaborate and teach each other. For me that's creativity. People with different ideas and experiences working together with one purpose. By empowering people to be creative you open the door to success.

Tuckett

SMB VAST Sales Manager

What makes someone successful on your team?

Teamwork is in our day to day, not only with other BDRs, where each can provide different points of view in a situation, but also with the Account Executives that are an indispensable guide to succeed when looking for new clients.

Sandra

Business Development Rep.

What are Zoom Video Communications Perks + Benefits

Zoom Video Communications Benefits Overview

Zoom offers a wide range of benefits and perks to ensure our employees feel supported, enriched and cared for including free books, a wellness credit of $300 per month, and a multitude of Zoom-sponsored activities and celebrations to help you Work Happy.

To deliver this happiness to our employees, Zoom employs above-market and progressive compensation programs. At Zoom, we believe this is achieved through analyzing total direct compensation holistically. We offer all employees equity, allowing them to become owners who are vested in and benefit from the long-term success of the company.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
The Happy Crew is comprised of around 150 volunteers globally that deliver happiness internally to Zoom Employees!
Open door policy
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Diversity Employee Resource Groups
Employee Resource Groups include Veterans and [email protected] with more on the way!
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Mentorship program

Additional Perks + Benefits

Zoom listens to its employees. We’re growing and want our employees to be as happy as possible. One way we deliver this happiness is by continually building our benefits programs to best fit the wants and need of our employees. We also hold monthly Zoom Meetings with the whole company and our CEO Eric Yuan himself addresses questions or concerns submitted by employees. If you want to feel heard and appreciated join us in our ever evolving company and product!

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