Technical Account Engineer (TAE)

Zoom is a collaboration platform company that helps people stay connected and communicate better. The Technical Account Engineer ensures timely resolution of complex technical issues by providing advanced support, analyzing problems, and collaborating with teams to enhance system reliability and performance.

Responsibilities:

• Providing a single point of contact, ensuring technical support is delivered effectively to customers. Taking responsibility for addressing and resolving customer concerns
• Performing initial troubleshooting and triage processes. Gathering necessary data and logs while collaborating with engineering for deeper investigation. Managing all issues through resolution and suggesting ongoing improvements when applicable
• Investigating and diagnosing complex technical issues escalated from support teams to ensure timely and effective resolution
• Taking ownership of all escalated support requests and concerns reported by designated customers, ensuring resolution and successful closure of each case
• Utilizing log analysis, system utilities, industry-standard troubleshooting techniques, proprietary Zoom resources, and various debugging approaches ensures effective problem resolution
• Investigating and diagnosing complex technical issues escalated from support teams to provide effective resolutions
• Collaborating with related teams in Client Services, Technical Accounts, and Sales to address activities or discussions tailored to customer needs
• Attending emergency war rooms organized to resolve critical service issues for assigned customers. Addressing inquiries, updates, and concerns while coordinating solutions with teams, engineering, and departments to restore services
• Staying informed about Zoom's products, features, integrations, and those of related software and hardware competitors and partners within the industry

Requirements:

• Hold qualifications in Computer Science, Engineering, Information Systems, or a related field of study
• Resolve complex technical issues by analyzing logs, reproducing problems, and identifying root causes to deliver effective solutions
• Demonstrate technical expertise in Unified Communications and Contact Center technologies, including voice and video solutions
• Demonstrate expertise in VoIP protocols, with specific focus on SIP and H.323
• Demonstrate expertise in SBC, PBX, call routing, and SIP trunking systems
• Demonstrate expertise in debugging by analyzing packet captures and SIP call traces with precision and attention to detail
• Work outside typical business hours, weekends, or holidays as required, including availability through an on-call process when necessary
• Collaborate effectively with colleagues and share expertise to support the growth and development of others