Senior Escalation Engineer - AI-Driven Troubleshooting

Zoom; Helena (MT); Hybrid; USD 98,000 - 226,000; Full time

Job summary

Zoom is seeking a Senior Service Engineer to be the primary escalation point for complex issues across web services, APIs, SDKs and integrations. You will partner with Support, Product, Platform, and Engineering to diagnose root causes and deliver rapid, customer-focused resolutions.

The role sits in Service Engineering and emphasizes ownership, cross-functional teamwork, and the use of AI-powered tools to identify patterns and automate troubleshooting while contributing to documentation and

Qualifications

• 5+ years in technical/support, developer support, or service engineering with ownership of escalations.
• BS degree in Computer Science or related field, or equivalent experience.
• 3+ years coding in Java or Python with API experience.
• Strong REST API design, OAuth 2.0/JWT, and integration patterns.
• SDK integration across iOS, Android, Web, Windows, macOS; Linux and cloud familiarity.
• Familiar with AI/ML concepts and large language models for productivity.

Responsibilities

• Own customer escalations end-to-end: triage, root cause, and resolution across services and platforms.
• Collaborate with multiple support tiers to resolve complex issues across web, client, server, and APIs.
• Analyze logs and traces; read/debug Python, Java, SQL as needed to diagnose issues.
• Leverage AI-powered tools to identify patterns and automate troubleshooting.
• Document bugs with Engineering and contribute to support knowledge base.
• Prioritize cases to meet service standards and improve customer experience.
• Create technical documentation, code samples, and troubleshooting guides for cross-functional use.

Skills

5+ years exp

Java

Python

REST APIs

OAuth 2.0/JWT

API Tools

SDKs

Cross-platform

Linux

Cloud (AWS/Azure)

AI/ML concepts

LLMs for productivity

Communication

Education

B.S. in CS/Software Eng or related field

Tools

Postman

cURL

Swagger

Job description

Zoom is seeking a Senior Service Engineer to be the primary escalation point for complex issues across web services, APIs, SDKs and integrations. You will partner with Support, Product, Platform, and Engineering to diagnose root causes and deliver rapid, customer-focused resolutions.

The role sits in Service Engineering and emphasizes ownership, cross-functional teamwork, and the use of AI-powered tools to identify patterns and automate troubleshooting while contributing to documentation and