Senior Escalation Engineer — AI-Driven Incident Solver

Zoom

Little Rock (AR)

Hybrid

USD 98,000 - 226,000

Full time

3 days ago

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Job summary

Zoom is seeking a Senior Service Engineer to own end-to-end technical escalations, diagnose complex issues, and deliver durable resolutions across web services, APIs, SDKs, and multi‑platform environments.

You will leverage AI-powered tools and collaborate with Support, Product, Platform, Engineering, and Technical Operations to improve reliability and user experience for millions of Zoom users worldwide.

Qualifications

5+ years of technical support, developer support, or service engineering experience.
BS degree in Computer Science, Software Engineering, or related field.
3+ years of code development experience in Java or Python.

Responsibilities

Take end-to-end ownership of customer escalations, troubleshooting, root cause analysis, and resolution across web services, APIs, SDKs, and Marketplace integrations.
Collaborate with support, product, platform, and engineering teams as a senior escalation point for complex issues across web, client, server, database services, API gateways, and multi‑platform environments.
Analyze logs, network traces, and debug information to diagnose issues and provide actionable solutions; read and debug code in Python, Java, and SQL as needed.
Utilize AI-powered diagnostic tools and ML models to identify patterns, automate troubleshooting, and provide intelligent resolutions.
Document bugs with Engineering and build knowledge base with troubleshooting guides and process documentation.
Assess and prioritize customer cases to meet service standards and improve response quality and experience.
Represent Service Engineering in cross-functional meetings and developer communities while creating technical samples and guides.