Senior Escalation Engineer: AI-Driven Global Reliability

Zoom; Augusta (ME); Hybrid; USD 98,000 - 226,000; Full time

Job summary

Zoom is seeking a senior Service Engineer to own and resolve complex customer escalations across web services, APIs, SDKs, and Marketplace integrations. You will collaborate across Support, Product, Platform, and Engineering to diagnose root causes and deliver effective solutions while leveraging AI-powered diagnostic tools.

You will analyze logs, read code in Python/Java/SQL, and contribute to knowledge bases and technical documentation.

Qualifications

• 5+ years of experience in technical support, developer support, or service engineering roles with ownership of complex escalations
• BS degree in Computer Science, Software Engineering, or related field, or equivalent experience
• 3+ years of code development experience with Java or Python
• Strong understanding of RESTful API design, OAuth 2.0, JWT, and integration patterns; hands-on with Postman, cURL, Swagger
• SDK integration and troubleshooting across iOS, Android, Web, Windows, macOS; familiarity with Linux, networking, and cloud environments (AWS, Azure)
• Familiarity with AI/ML concepts and AI-powered log analysis and automated troubleshooting
• Excellent written and verbal communication skills; ability to explain complex concepts to technical and non-technical audiences

Responsibilities

• Take end-to-end ownership of customer escalations, including troubleshooting, root-cause analysis, and resolution across web services, APIs, SDKs, and Marketplace integrations
• Collaborate with multiple support tiers, acting as a senior escalation point for complex issues across multi-platform environments
• Analyze logs, network traces, and debugging data; read and debug Python, Java, and SQL as needed
• Utilize AI-powered diagnostic tools and ML models to identify patterns and automate troubleshooting
• Document bugs with Engineering and build knowledge-base documentation
• Assess and prioritize cases to meet service standards and customer expectations
• Create and maintain technical documentation, code samples, and troubleshooting guides for cross-functional use

Skills

Escalation ownership

Python programming

Java programming

REST API

OAuth 2.0

JWT

Postman

cURL

Swagger

SDK integration

AI/ML concepts

Education

BS in Computer Science or Software Engineering

Equivalent experience

Tools

Postman

cURL

Swagger

AI diagnostic tools

Job description

Zoom is seeking a senior Service Engineer to own and resolve complex customer escalations across web services, APIs, SDKs, and Marketplace integrations. You will collaborate across Support, Product, Platform, and Engineering to diagnose root causes and deliver effective solutions while leveraging AI-powered diagnostic tools.

You will analyze logs, read code in Python/Java/SQL, and contribute to knowledge bases and technical documentation.