Senior Escalation Engineer — AI-Driven Troubleshooting

Zoom

Juneau (AK)

Hybrid

USD 98,000 - 226,000

Full time

3 days ago

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Job summary

Zoom is seeking a Senior Service Engineer to own customer escalations end-to-end across web services, APIs, SDKs, and Marketplace integrations. You will partner with Support, Product, Platform, and Engineering to diagnose root causes, leverage AI-powered tools, and deliver actionable solutions that improve user experience.

This is a senior individual contributor role within the Service Engineering organization.

Qualifications

5+ years in technical support, developer support, or service engineering roles with ownership of escalations.
BS degree in Computer Science, Software Engineering, or related field, or equivalent experience.
3+ years of code development experience in Java or Python.
Strong understanding of RESTful API design, OAuth 2.0/JWT, and integration patterns.
Hands-on experience with SDK integration across iOS, Android, Web, Windows, macOS; familiar with Linux, networking, and cloud environments.

Responsibilities

Own end-to-end customer escalations: troubleshooting, root cause analysis, and resolution across web services, APIs, SDKs, and Marketplace integrations.
Collaborate with multiple support tiers to investigate 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.
Utilize AI-powered diagnostic tools and ML models to identify patterns and automate troubleshooting.
Document bugs with Engineering and build knowledge base articles and troubleshooting guides.
Prioritize cases to meet service standards and ensure timely response.
Represent Service Engineering in cross-functional meetings and developer communities.