Technical Account Engineer - India

Zoom Video Communications
India
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 5+ yearsSkills: ["Troubleshooting","Technical documentation","Cross-functional collaboration","Customer-facing problem solving"]

Diagnose and resolve complex voice, video, and UC issues for Zoom’s Elite customers, owning cases end-to-end from triage to closure. Partner with engineering and cross-functional teams using advanced troubleshooting methods like log analysis, packet captures, and SIP traces to restore services. Represent customers in high-priority war rooms and use deep product and UC/CC knowledge to guide effective resolution.

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FursaFursa
Zoom Video Communications
Zoom Video Communications
1 week ago

Technical Account Engineer - India

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Diagnose and resolve complex voice, video, and UC issues for Zoom’s Elite customers, owning cases end-to-end from triage to closure. Partner with engineering and cross-functional teams using advanced troubleshooting methods like log analysis, packet captures, and SIP traces to restore services. Represent customers in high-priority war rooms and use deep product and UC/CC knowledge to guide effective resolution.
Location: India
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key 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 tools.
  • •Collaborating with engineering, Client Services, Technical Account Management, and Sales to resolve escalated issues and restore services.
  • •Representing customers in high-priority war rooms, coordinating cross-functional solutions under pressure.
  • •Maintaining deep knowledge of Zoom products, integrations, and the UC/CC landscape to guide customers effectively.

Key Requirements

  • •5+ years of customer-facing Tier 2 or Tier 3 technical support experience (or equivalent practical experience).
  • •Deep expertise in VoIP protocols including SIP and H.323, plus IP Phones, SBC, PBX, call routing, and SIP trunking.
  • •Advanced voice and video quality troubleshooting, including reading and analyzing packet captures and SIP traces.
  • •Familiarity with IVR workflows, omnichannel solutions, and UC/CC environments.
  • •General networking knowledge supported by credentials such as CCNA or CompTIA Network+.
Experience:5+ yearsUC/CCVoIP
Skills:TroubleshootingTechnical documentationCross-functional collaborationCustomer-facing problem solving
Certifications:WiresharkAWSAzureITILMicrosoft CertifiedCCNACompTIA Network+
Tech Stack:SIPH.323VoIPIP PhonesSBCPBXSIP trunkingPacket capturesLog analysisSIP tracesIVRZoom Contact CenterZoom PhoneZoom AppsZoom RoomsZoom WebinarsZoom EventsCCNACompTIA Network+

Company Brief

Zoom Video Communications
Provides video conferencing, chat, phone, webinar, and collaboration software for businesses, schools, and individuals. Its platform is widely used for remote meetings, virtual events, and hybrid work communication.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Jose, United States
Founded: 2011
WebsiteLinkedIn