What You Can Expect

As a Technical Account Manager at Zoom, reporting into a Premier Support Manager, you’ll be the trusted technical voice that enterprise customers rely on - driving their success while helping shape how Zoom grows alongside them. This role is built for someone who thrives on mastering complex challenges across unified communications, CCaaS, and enterprise networking, and who brings at least 5 years of direct, hands-on customer-facing technical experience. Candidates without enterprise customer-facing technical experience are unlikely to be competitive for this position.

About the Team

The Premier Support and Technical Account Management team plays a crucial role in improving the customer experience within Zoom. We build relationships, encourage product usage, and act as dedicated technical consultants for customers. We provide our customers with valuable resources that enable them to succeed with our solutions, and we effectively manage internal procedures and collaborate across departments.

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.

What We’re Looking For

• 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.

Salary Range or On Target Earnings:

Minimum:

Maximum:

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.

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.

Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits
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. Click Learn for more information.

About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform 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. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

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 assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.

Think of this opportunity as a marathon, not a sprint! We're building a strong team at Zoom, and we're looking for talented individuals to join us for the long haul. No need to rush your application – take your time to ensure it's a good fit for your career goals. We continuously review applications, so submit yours whenever you're ready to take the next step.

Our interviews are supported by BrightHire, a tool that helps us create a consistent and thoughtful interview experience and may include recordings. Please refer to our candidate privacy statement for more information of how we use your data.