Senior Escalation Engineer: AI-Driven Troubleshooting

Zoom; Dover (DE); Hybrid; USD 98,000 - 226,000; Full time

Benefits offered by this job

Benefits program

Job summary

Zoom is seeking a Senior Service Engineer to serve as the go-to escalation point for complex technical challenges. You will partner with Support, Product, Platform, Engineering, and Technical Operations to identify root causes and deliver solutions that keep millions of users connected.

You will leverage AI-powered tools, read code in Python/Java/SQL, and contribute to documentation and process improvements across a global customer base.

Qualifications

• Minimum 5 years in technical/support, developer support, or service engineering with escalations.
• BS degree in CS/Software Eng or equivalent experience.
• 3+ years coding in Java or Python.
• Strong understanding of REST APIs, OAuth/JWT, and integration patterns.

Responsibilities

• Own customer escalations end-to-end from troubleshooting to resolution across web services, APIs, SDKs, and Marketplace integrations.
• Collaborate with support, product, platform, and engineering as a senior escalation point for complex issues.
• Analyze logs, network traces, and debug information; read/debug Python/Java/SQL as needed.
• Use AI-powered diagnostics to identify patterns and automate troubleshooting tasks.
• Document bugs with Engineering and build knowledge-base content.
• Prioritize customer cases to meet service standards and drive positive experience.
• Create technical documentation, code samples, and troubleshooting guides; represent in cross-functional meetings.

Skills

Technical escalation ownership

Java or Python development

RESTful APIs & OAuth/JWT

SDK integration across platforms

AI/ML for log analysis & automation

Effective communication

Education

BS degree in Computer Science or Software Engineering

Tools

Postman

cURL

Swagger

AWS

Azure

Job description

Zoom is seeking a Senior Service Engineer to serve as the go-to escalation point for complex technical challenges. You will partner with Support, Product, Platform, Engineering, and Technical Operations to identify root causes and deliver solutions that keep millions of users connected.

You will leverage AI-powered tools, read code in Python/Java/SQL, and contribute to documentation and process improvements across a global customer base.