Senior Escalation Engineer — AI-Driven Root Cause Solver

Zoom; Salt Lake City (UT); Hybrid; USD 98,000 - 226,000; Full time

Job summary

Zoom is seeking a Service Engineer to be the go-to problem solver for complex escalations, partnering with Support, Product, Platform, Engineering, and Technical Operations to identify root causes and deliver durable solutions.

In this senior role, you will analyze logs, leverage AI-powered diagnostic tools, read Python/Java/SQL code, and document findings while advancing customer happiness across the Zoom platform.

Qualifications

• 5+ years in technical support or service engineering with escalations.
• BS degree in CS/SE or equivalent experience.
• 3+ years coding in Java or Python.
• Strong REST APIs, OAuth2/JWT knowledge and integration patterns.
• SDK integration across iOS/Android/Web/Windows/macOS; Linux/networking/clouds.
• Familiar with AI/ML concepts and log analysis for automation.
• Excellent written and verbal communication.

Responsibilities

• Own customer escalations from troubleshooting to resolution across services and APIs.
• Collaborate with multi-tier support to investigate complex issues across platforms.
• Analyze logs, traces, and debug Python/Java/SQL as needed.
• Use AI-powered tools to detect patterns and automate troubleshooting.
• Document bugs, contribute to knowledge base and guides.
• Prioritize cases to meet service standards and customer expectations.
• Create technical docs and participate in cross-functional meetings.

Skills

5+ years escalations

Java

Python

REST APIs

OAuth2/JWT

SDK integration

AWS/Azure

AI/ML diagnostics

Communication

Education

BS in CS/Software Eng

Tools

Postman

cURL

Swagger

Job description

Zoom is seeking a Service Engineer to be the go-to problem solver for complex escalations, partnering with Support, Product, Platform, Engineering, and Technical Operations to identify root causes and deliver durable solutions.

In this senior role, you will analyze logs, leverage AI-powered diagnostic tools, read Python/Java/SQL code, and document findings while advancing customer happiness across the Zoom platform.