Senior Escalation Engineer - AI Diagnostics (Remote)

Zoom; Topeka (KS); Hybrid; USD 98,000 - 226,000; Full time

Job summary

Zoom is seeking a Senior Service Engineer to own escalations end-to-end, diagnosing complex issues across web services, APIs, SDKs, and integrations. You will work with Support, Product, Platform, and Engineering teams to deliver rapid, repeatable solutions for millions of users.

You will leverage AI/ML tools for log analysis, develop documentation and code samples, and contribute to a resilient, customer-focused platform.

Qualifications

• 5+ years in technical support, developer support, or service engineering roles with complex escalations.
• BS degree in CS, Software Engineering, or related field, or equivalent experience.
• 3+ years of code development in Java or Python.
• Strong understanding of RESTful API design, API authentication methods (OAuth 2.0, JWT).
• Experience with SDK integration across iOS, Android, Web, Windows, macOS; familiarity with Linux and cloud environments.

Responsibilities

• Take end-to-end ownership of customer escalations, troubleshooting, root cause, and resolution across web services, APIs, SDKs, and Marketplace integrations.
• Collaborate with multiple support tiers as a senior escalation point for issues across web, client, server, database services, API gateways, and multi-platform environments.
• Analyze logs, network traces, and debug info; read and debug code in Python, Java, and SQL as needed.
• Utilize AI-powered diagnostic tools and ML models to identify patterns and automate troubleshooting steps.
• Document bugs with Eng for product issues; build support knowledge base articles and troubleshooting guides.
• Assess and prioritize customer cases to meet service standards for response quality and experience.
• Represent Service Engineering in cross-functional meetings and developer community forums.

Skills

Escalation ownership

API/SDK troubleshooting

Python/Java

REST API design

AI/ML log analysis

Cloud fundamentals

Communication skills

Education

BS in Computer Science or related

Tools

Postman

cURL

Swagger

AWS/Azure

Job description

Zoom is seeking a Senior Service Engineer to own escalations end-to-end, diagnosing complex issues across web services, APIs, SDKs, and integrations. You will work with Support, Product, Platform, and Engineering teams to deliver rapid, repeatable solutions for millions of users.

You will leverage AI/ML tools for log analysis, develop documentation and code samples, and contribute to a resilient, customer-focused platform.