Note: The job is a remote job and is open to candidates in USA. Zoom builds a collaboration platform for the enterprise that helps people communicate and stay connected. The Technical Account Manager serves as the trusted technical advisor for enterprise customers, owning escalations, providing architecture and optimization guidance, and driving customer success across Zoom’s product suite.
Responsibilities
- Serve as a technical subject-matter expert on Zoom’s architecture and video/audio collaboration space
- Own complex technical escalations as the primary point of contact, driving them toward timely resolution while partnering with the account team to strengthen the customer relationship
- Provide technical consultations for architecture integration and service optimization
- Manage technical feature requests and requirements that are key to the customer’s success and process workflow
- Develop a trusted technical advisor relationship with customers and provide recommendations based on the Zoom product suite to address their business needs
- Partner with Customer Success Manager to notify customers about product enhancements and incremental product releases
- Be the Voice of the Customer internally within Zoom to drive prioritization of business needs for our customers, working with the assigned Customer Success Manager
Skills
- Hold a Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field preferred; equivalent experience will also be considered
- Have 5+ years of experience in a client-facing technical role, preferably as a Technical Account Manager, Solutions Engineer, or Sales Engineer supporting enterprise customers
- Have an understanding of IP Telephony, SIP/H.323, VoIP, audio/video codecs, and telecom infrastructure, including PBX, carriers, and networking protocols (UDP/TCP/IP)
- Have proven experience troubleshooting complex network environments, including firewalls, NAT, routing, and connectivity issues
- Have hands-on experience with video conferencing and unified communications platforms such as Cisco/Tandberg, Polycom, Lifesize, Microsoft Lync, and Microsoft 365, along with system administration experience across Windows, macOS, and Linux
- Demonstrate expertise with cloud CCaaS platforms (e.g., NICE, Genesys Cloud, Five9) and contact center technologies, including ACD, intelligent routing, omnichannel, and workforce communications; experience with on-premises solutions such as Genesys Engage is a plus
- Bring project management experience (PMP or equivalent preferred) alongside strong communication and analytical skills, with the ability to manage multiple technical initiatives and consistently drive high customer satisfaction in enterprise environments
Benefits
- Our structured hybrid approach is centered around our offices and remote work environments.
- 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.
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