Technical Account Engineer

*** MUST BE IN THE SAN JOSE, CA VICINITY FOR CLIENT AND ZOOM COMMUTABILITY ***
We are looking for a full-time Technical Account Engineer, reporting to the Manager, Technical Account Services. You will provide deep technical troubleshooting for issues related to specific customers. The TAE team is responsible for supporting all technical 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 root causes that directly affect these customer's usage of Zoom.
About the Role

• Be a single point of contact providing dedicated and direct technical support to specific and assigned customers.
• Fully 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 any and all support tickets and issues reported by the assigned customers, through resolution and ticket closure.
• Work with customers to validate solutions and confirm acceptable resolutions, prior to closing tickets.
• Update and maintain support tickets with appropriate status and detail necessary for customer awareness, business stakeholder understanding, management review, engineering assistance, and reporting.
• 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.
• As appropriate or necessary, 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 together to provide solutions to the customer which may include hotfixes, debug builds, server updates and/or new releases and client version support.
• Work with the global TAE team (i.e. your peers) to maintain consistency in customer support and engagement in activity and actions outside of your specifically assigned business hours.
• Work with peer organizations in Client Services Management, Technical Account Management, and/or Sales for customer specific activities or discussions.
• Provide customer feedback to the product group regarding common problems. Work together to provide improvements to the product which may include changes to the design of the product, better documentation and more training.
• Communicate and work with customer contacts at technical and executive levels. Host and manage sensitive and technical meetings, focusing on the meeting subject and productive troubleshooting.
• Attend emergency war rooms created to address high priority service challenges for the specific 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.
• Maintain concise, and positive communications for all issues accurately.
• Stay familiar with all of Zoom's products, offerings, and integrations as well as those of software and hardware competitors and partners in the industry.
• Learn the specifics of the customer's environments and use cases for each customer you are assigned to support.
• Work collaboratively during project and BAU phases of customer services deployment to support both internal and external partners.
• Mentor and develop new TAE team members through their onboarding phase and during day to day engagement.
• Take a lead role in identifying areas of product and process to constantly drive improvements to service delivery, efficiency and value.
• Be flexible in working arrangements to accommodate customers in different time zones and regions.
• Be naturally respectful of cultural differences and regional requirements

Required skills:

• Proficiency in English (oral/written).
• 5+ years of customer facing Tier 2 or Tier 3 level Technical Support experience.
• Ability to quickly identify a network layer or an application layer issue.
• Ability to narrow down a network communication related issue and an application issue, based on the customer's network topology, and an application traffic flow.
• Knowledge of TLS, HTTPS, SIP and H323 protocols (troubleshooting experience of these is a plus).
• Ability to do live troubleshooting with customers.
• Knowledge of Cisco Collaboration Products.
• Extensive networking knowledge (CCNA/CCNP, Wireshark, CompTIA Network+ certification or equivalent experience).
• Ability to prioritize and manage multiple tickets simultaneously, troubleshoot complex technical issues, and manage customers and convey confidence during business impacting events.
• Write technical documents (creating documents to explain technical issues to the customers, RFC, official documents of products, creating blog posts, etc.).
• Ability to work outside of normal business hours, weekends or holidays, as necessary, including being available via an on call type process.

Desired skills or qualifications:

• Experience deploying .msi files and mass package creation and deployment is a plus.
• Experience with REST API is a plus.
• Previous IT Administration, Network Security and Group Policy experience is highly desired.
• Relevant industry certifications in Wireshark, VCP, AWS, AZURE, ITIL, Microsoft Certified Associate/Expert or equivalent highly desired.
• MS Exchange administrative and support experience, Outlook or Google Calendaring working knowledge highly desired.
• Ideal candidates will have recent Unified communications experience with video and telephony based products.
• Minimum, Bachelor's Degree in Computer Science, Engineering, Management Information Systems or similar.

Salary Range or On Target Earnings:
Minimum:
$105,600.00
Maximum:
$195,400.00
In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.
Information about Zoom's benefits is on our careers page here.
Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.
We also have a location based compensation structure; there may be a different range for candidates in this and other locations.
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 Webinars.
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.
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 careers@zoom.us.