Senior Escalation Engineer — AI-Driven Platform Expert

Zoom; Carson City (NV); Hybrid; USD 98,000 - 226,000; Full time

Job summary

Zoom is seeking a senior Service Engineer to own complex escalations, troubleshoot across web services, APIs, SDKs, and Marketplace integrations, and collaborate with cross-functional teams. You will use AI-powered tools and read code in Python/Java to deliver rapid resolutions for millions of users.

The role emphasizes ownership, mentorship, and contributing to documentation and knowledge bases within a hybrid/remote-friendly environment.

Qualifications

• 5+ years in technical support or service engineering with escalations.
• BS degree in Computer Science or related field, or equivalent experience.
• 3+ years of code development in Java or Python.
• Strong RESTful API design, OAuth 2.0/JWT, and integration patterns.
• Hands-on with SDK integration across iOS/Android/Web/Windows/macOS; Linux and cloud environments (AWS, Azure).
• Familiarity with AI/ML concepts and AI-powered log analysis / troubleshooting.
• Excellent written and verbal communication.

Responsibilities

• Take end-to-end ownership of customer escalations, including initial troubleshooting, root cause identification, and resolution across web services, APIs, SDKs, and Marketplace integrations.
• 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.
• 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.
• Utilize AI-powered diagnostic tools and machine learning models to identify issue patterns, automate repetitive troubleshooting tasks, and provide intelligent resolution recommendations.
• Collect information, document bugs with Engineering for product issues, and build process and troubleshooting documentation in the support knowledge base.
• 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.
• Create and maintain technical documentation, code samples, and troubleshooting guides while representing Service Engineering in cross-functional meetings and developer community forums.

Skills

Technical support

Code development

Communication

Problem solving

Cross-functional collaboration

Education

Bachelor's degree in CS or related field

Tools

Python

Java

Postman

cURL

Swagger

AWS

Azure

Job description

Zoom is seeking a senior Service Engineer to own complex escalations, troubleshoot across web services, APIs, SDKs, and Marketplace integrations, and collaborate with cross-functional teams. You will use AI-powered tools and read code in Python/Java to deliver rapid resolutions for millions of users.

The role emphasizes ownership, mentorship, and contributing to documentation and knowledge bases within a hybrid/remote-friendly environment.