Technical Account Manager

What You Can Expect At Zoom, Technical Account Managers are trusted technical advisors at the heart of our most strategic enterprise relationships, working closely with customers to ensure they get the most from Zoom Workplace. You will serve as the primary technical point of contact for a portfolio of enterprise accounts, bridging the gap between customer needs and Zoom's product capabilities through expert consultation, proactive engagement, and swift resolution of complex challenges.

This is a role for someone who is energised by technical depth and relationship breadth in equal measure, comfortable in executive conversations one hour and deep in a network troubleshooting session the next. You will collaborate closely with Account Executives, Customer Success Managers, and Engineering teams to drive customer outcomes and shape the long-term success of our Premier Support offering.

About the Team The Technical Account Management team is part of Zoom's Premier Support organisation, dedicated to delivering high-touch technical partnership to enterprise customers. The team works at the intersection of product expertise, customer advocacy, and cross-functional collaboration, partnering closely with Sales, Customer Success, and Engineering to resolve complex issues and drive proactive outcomes. As Zoom's product portfolio continues to grow, the team plays an increasingly strategic role in helping customers unlock the full value of Zoom Workplace and the broader ecosystem.

Responsibilities Serve as the primary technical subject-matter expert on Zoom's architecture and collaboration suite, providing expert consultations on integration, service optimisation, and product adoption for enterprise accounts.

Build and maintain trusted technical advisor relationships with enterprise customers, delivering tailored recommendations across the Zoom Workplace product suite in close partnership with Customer Success Managers.

Drive complex technical escalations to timely resolution, acting as the customer's primary internal advocate and coordinating across Engineering, Product, and Support teams.

Engage with senior customer stakeholders on strategic initiatives, identifying opportunities to improve operational performance, productivity, and efficiency through Zoom solutions.

Partner with Account Executives and Customer Success Managers to strengthen customer relationships, support product adoption, and align on technical strategy for incremental product releases.

Manage and prioritise technical feature requests and requirements on behalf of customers, ensuring their business needs are accurately represented and tracked within Zoom's internal processes.

Advocate internally for customer priorities, balancing business needs across Zoom's cross-functional teams to drive timely and outcome-focused resolutions.

What We're Looking For5+ years of experience in a client-facing technical role, ideally as a Technical Account Manager or Escalation Engineer within the SaaS or enterprise software space.

Strong enterprise-level communication and stakeholder management skills, with the ability to articulate complex technical topics clearly to both technical and executive audiences.

Solid understanding of IP Telephony, SIP, H.323, Audio/Video codecs, network troubleshooting (firewalls, NAT, UDP/TCP/IP), and network topology including PBX, Carriers, and VoIP.Proficiency with Unified Communications platforms such as Zoom Workplace, Cisco, Microsoft, Polycom, or equivalent solutions; hands-on system administration experience across Windows, Mac, and Linux is a plus.

Familiarity with Zoom's partner and ecosystem, with the ability to connect customer needs to the broader Zoom product suite and third-party integrations.

Cisco certifications (CCNA, CCNP, or CCIE) are a plus; a Bachelor's degree in Engineering, Computer Science, or a related field, or equivalent work experience.

Demonstrated ability to work independently in a fast-paced, high-growth environment, with a collaborative mindset and a willingness to support and informally mentor peers when the opportunity arises.

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…