Technical Account Engineer

Customer Services (CS)

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Technical Account Engineer

  • R10498
  • India
  • Customer Services (CS)
  • Full time

Work Styles at Zoom

In most cases, you will have the opportunity to choose your preferred working location from the following options when you join Zoom: in-person, hybrid or remote. Visit this page for more information about Zoom's Workstyles.

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.

About the Team

We are looking for a full-time Technical Account Engineer, reporting to the Manager, Technical Account Services, APAC. You will provide deep technical troubleshooting for issues related to specific customers. The TAE team will be responsible for supporting all of the 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.

  • 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 analyse 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. 

About You

  • Minimum, Bachelor's Degree in Computer Science, Engineering, Management Information Systems or similar.

  • 5+ years of customer facing Tier 2 or Tier 3 level Technical Support experience.  

  • Ideal candidates will have recent Unified communications with video and telephony based products.

  • Familiar with PC, Mac, Android, and Iphone applications and products.

  • Ability to prioritize and manage multiple tickets simultaneously.

  • Proven ability and aptitude to troubleshoot complex technical issues with customers.

  • English written and oral communication skills.  Other languages are highly desired.

  • Ability to manage customers and convey confidence during business impacting events.

  • Ability to host meetings with customers and vendors in a confident and professional manner.

  • Write technical documents (creating documents to explain technical issues to the customers, RFC, official documents of products, creating blog posts, etc.)

  • General network knowledge (CCNA, CompTIA Network+ certification or equivalent experience).

  • Experience deploying .msi files and mass package creation and deployment is a plus.

  • Previous IT Administration, Network Security and Group Policy experience is highly desired. 

  • Relevant industry certifications in Wireshark, VCP, AWS, AZURE, ITIL, CCNA, Microsoft Certified Associate/Expert or equivalent highly desired.

  • MS Exchange administrative and support experience, Outlook or Google Calendaring working knowledge highly desired.

  • Ability to work outside of normal business hours, weekends or holidays, as necessary, including being available via an oncall type process.

  • Team Player.

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.

Zoom requires all U.S. employees who will work in person at a Zoom office, attend in-person Zoom meetings or have in-person customer meetings to be fully vaccinated.  Zoom will consider requests for reasonable accommodations for religious or medical reasons as required under applicable law.

At Zoom, we care about our employees, their families, and their well-being. As part of our award-winning workplace culture and commitment to delivering happiness, our 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. To view our benefits, click here.

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Fraudulent Employment Offers

Zoom is aware of scams that involve fake Zoom job listings posted on third-party sites. Responding applicants are contacted primarily over email, InMail and/or chat applications by people impersonating Zoom employees. Eventually a fake offer letter is sent in exchange for personal identification information as part of a fake new-hire screening process.

Please be advised that these offers, communications and impersonations are illegitimate and fraudulent. All communication with Zoom employees come from a “@zoom.us” email address. Zoom job applicants complete an interview process including in-person (on Zoom) meetings and phone calls. Our process also requires you to create an account with our applicant tracking system, Workday.

Zoom will never ask for your personally identifying information during the interview process or ask you to pay money or purchase equipment. If you have received a message from Zoom that appears suspicious, please contact careers@zoom.us. 

 

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