Senior Escalation Engineer: AI-Driven Reliability

Zoom; Montpelier (VT); Hybrid; USD 98,000 - 226,000; Full time

Job summary

Zoom is seeking a senior Service Engineer to act as a critical escalation point, owning complex issues across web services, APIs, SDKs, and integrations. You will analyze logs, write code in Python/Java, and leverage AI tools to accelerate resolutions while collaborating with Support, Product, Platform, and Engineering teams.

The role emphasizes ownership of escalations, documentation, and process improvements to enhance customer experience at scale. Hybrid/remote work is supported.

Qualifications

• BS degree in Computer Science, Software Engineering, or related field, or equivalent experience.
• 3+ years of code development experience with proficiency in Java or Python.
• 5+ years of experience in technical support, developer support, or service engineering roles with ownership of escalations.
• Strong understanding of RESTful API design principles, OAuth 2.0, JWT, and integration patterns.
• Hands-on experience with SDK integration across iOS, Android, Web, Windows, macOS; Linux familiarity.
• Experience using AI-powered tools for log analysis, anomaly detection, or automated troubleshooting.

Responsibilities

• Take end-to-end ownership of customer escalations, troubleshooting, root cause ID, and resolution across web services, APIs, SDKs, and Marketplace integrations.
• Collaborate with multiple support tiers as a senior escalation point across web, client, server, and database services.
• Analyze logs, network traces, and debug information; read and debug code in Python, Java, and SQL as needed.
• Utilize AI-powered diagnostic tools and ML models to identify patterns and automate tasks.
• Document bugs with Engineering and build troubleshooting documentation for knowledge base.
• Prioritize customer cases to meet service standards and maintain quality of experience.

Skills

Python

Java

RESTful APIs

OAuth 2.0

JWT

Postman

cURL

Swagger

SDK integration

Cloud (AWS/Azure)

Linux

Networking

AI/ML concepts

Education

BS in CS or related field

Tools

Postman

cURL

Swagger

AWS

Azure

Linux

Networking

Job description

Zoom is seeking a senior Service Engineer to act as a critical escalation point, owning complex issues across web services, APIs, SDKs, and integrations. You will analyze logs, write code in Python/Java, and leverage AI tools to accelerate resolutions while collaborating with Support, Product, Platform, and Engineering teams.

The role emphasizes ownership of escalations, documentation, and process improvements to enhance customer experience at scale. Hybrid/remote work is supported.