What you can expect
Diagnose and resolve complex technical issues for Zoom's Elite customers. You'll partner with engineering and cross-functional teams using advanced troubleshooting tools. Your work directly protects customer experience on Zoom's platform.
About the Team
We support Elite customers across the full spectrum of UC challenges. Our team owns issues end-to-end, collaborating across engineering and services. We exist to keep Zoom's most critical customers running.
Note: The role will be based out of Hyderabad
Responsibilities
- Owning end-to-end technical support for assigned Elite customers, from issue diagnosis through resolution and ticket closure.
- Troubleshooting complex voice, video, and UC issues using log analysis, packet captures, SIP traces, and Zoom proprietary tools.
- Collaborating with engineering, Client Services, Technical Account Management, and Sales to resolve escalated issues and restore services.
- Representing assigned customers in high-priority war rooms, fielding questions and coordinating cross-functional solutions under pressure.
- Maintaining deep knowledge of Zoom's products, integrations, and the broader UC/CC landscape to guide customers effectively.
What we’re looking for
- Demonstrate 5+ years of customer-facing Tier 2 or Tier 3 Technical Support experience, or equivalent practical experience.
- Possess deep expertise in VoIP protocols (SIP, H.323), IP Phones, SBC, PBX, call routing, and SIP trunking.
- Apply advanced voice and video quality troubleshooting skills, including reading and analyzing packet captures and SIP traces.
- Show familiarity with IVR workflows, omnichannel solutions, and UC/CC environments.
- Demonstrate general networking knowledge supported by qualifications such as CCNA, CompTIA Network+, or an equivalent credential.
- Demonstrate ability to write explicit technical documentation for customers, including RFCs and product guides.
- Be available to work outside standard business hours, weekends, a
📌 Technical Account Engineer (India)
🏢 Zoom
📍 India