Escalation Engineer

Zoom; Honolulu (HI); On-site; USD 98,000 - 226,000; Full time

Benefits offered by this job

Benefits program

Job summary

Zoom is seeking a senior Service Engineer to own escalations end-to-end, collaborating with Support, Product, Platform, and Engineering to diagnose root causes and deliver rapid resolutions.

You will read logs and code snippets in Python, Java, and SQL, using AI-powered tools to automate tasks and improve user experience for millions of users worldwide.

Qualifications

• 5+ years in technical support, developer support, or service engineering.
• BS degree in CS/SE or related field, or equivalent experience.
• 3+ years of coding in Java or Python.
• Strong knowledge of RESTful API design and authentication methods.
• Experience with multi-platform SDK integrations and cloud environments.

Responsibilities

• Own customer escalations end-to-end from troubleshooting to resolution across web services, APIs, SDKs, and Marketplace integrations.
• Collaborate across support tiers to investigate complex issues spanning web, client, server, databases, and API gateways.
• Analyze logs, traces, and debug data, reading Python/Java/SQL as needed to diagnose and fix issues.
• Use AI-powered tools to identify patterns, automate repetitive tasks, and provide resolution recommendations.
• Document bugs with Engineering and build knowledge-base articles and troubleshooting guides.
• Prioritize cases to meet service standards and ensure timely responses.
• Represent Service Engineering in cross-functional meetings and developer forums.

Skills

Escalation ownership

Python/Java coding

REST APIs

OAuth/JWT

SDK integration

AI/ML familiarity

Communication

Education

Bachelor's degree in CS/SE or related field

Tools

Postman

cURL

Swagger

AWS / Azure

Job description

What You Can Expect

In this role, you will be the go-to problem solver for some of Zoom's most complex technical challenges. As a Service Engineer, you will serve as a critical escalation point, partnering with Support, Product, Platform, Engineering, and Technical Operations teams to identify root causes and deliver solutions that keep millions of users connected. You will leverage AI-powered diagnostic tools and your deep technical expertise to resolve issues rapidly, predict potential problems, and advocate for the user experience at every step. This is a senior-level individual contributor role reporting within the Service Engineering organization, where your curiosity and resourcefulness will directly shape how Zoom delivers happiness to customers worldwide.

About the Team

The Service Engineering team sits at the intersection of engineering, support, and product, acting as the bridge that turns complex escalations into lasting solutions. We collaborate across boundaries to ensure Zoom's platform reliability and user satisfaction, driving real change in how millions of people connect every day. If you thrive on solving puzzles and making a tangible impact, this is your team.

Responsibilities

• You will take end-to-end ownership of customer escalations, including initial troubleshooting, root cause identification, and resolution across web services, APIs, SDKs, and Marketplace integrations.
• You will collaborate with multiple tiers of support, acting as a senior escalation point to investigate complex issues spanning web, client, server, database services, API gateways, and multi-platform environments.
• You will analyze logs, network traces, and debug information to diagnose issues and deliver actionable solutions, reading and debugging code in Python, Java, and SQL as needed.
• You will utilize AI-powered diagnostic tools and machine learning models to identify issue patterns, automate repetitive troubleshooting tasks, and provide intelligent resolution recommendations.
• You will collect information, document bugs with Engineering for product issues, and build process and troubleshooting documentation in the support knowledge base.
• You will assess and prioritize customer cases to ensure timely response and resolution according to service standards, meeting or exceeding expectations on response quality and overall experience.
• You will create and maintain technical documentation, code samples, and troubleshooting guides while representing Service Engineering in cross-functional meetings and developer community forums.

What We're Looking For

• 5+ years of experience in technical support, developer support, or service engineering roles, with demonstrated ownership of complex escalations.
• BS degree in Computer Science, Software Engineering, or a related field, or equivalent experience.
• 3+ years of code development experience with proficiency in Java or Python.
• Strong understanding of RESTful API design principles, API authentication methods (OAuth 2.0, JWT), and integration patterns, with hands-on experience using tools like Postman, cURL, and Swagger.
• Hands-on experience with SDK integration and troubleshooting across multiple platforms (iOS, Android, Web, Windows, macOS) and familiarity with Linux, networking, and cloud environments (AWS, Azure).
• Familiarity with AI/ML concepts and experience using AI-powered tools for log analysis, anomaly detection, or automated troubleshooting, including effective use of large language models to enhance productivity.
• Excellent written and verbal communication skills with the ability to explain complex technical concepts to both technical and non-technical audiences.

Salary Range or On Target Earnings:

Minimum:

$97,600.00

Maximum:

$225,700.00

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.

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 (https://careers.zoom.us/benefits) 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

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.

Enhancing accommodations: If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form (https://form.asana.com/?k=OIuqpO5Tv9XQTWp1bNYd8w&d=1127274756253361) 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.

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 (https://www.zoom.com/en/trust/candidate-privacy-statement/) for more information of how we use your data.

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