Technical Account Engineer
Work Styles at Zoom
In most cases, you will have the opportunity to choose your preferred working location from the following options when you join Zoom: in-person, hybrid or remote. Visit this page for more information about Zoom's Workstyles .
About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best video product 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 Webinar.
We're problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Here, you'll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.
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 support 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 causes that directly affect these customer's usage of Zoom.
About the Role
- Be a single 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 all 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 to analyze problems and develop solutions to meet customer needs.
- 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 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 familiar with all of Zoom's products, offerings, and integrations and those of software and hardware competitors and partners in the industry.
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.
- You have recent Unified communications with video and telephony-based products.
- 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).
- 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 highly desired.
- MS Exchange administrative and support experience, also Google Calendaring
- You can work outside of normal business hours, weekends or holidays as necessary, including being available via an oncall type process.
- You are a team Player.
Zoom provides amazing benefits to our full time employees, including medical/vision/dental, 401(k), and stock options.
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. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines.
We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law. If you need any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at [email protected] .
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.
At Zoom, we care about our employees, their families, and their well-being. 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. To view our benefits, click here .
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