Senior Escalation Engineer AI-Powered Incident Solver

Zoom; Cheyenne (WY); Hybrid; USD 98,000 - 226,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Zoom is seeking a Senior Service Engineer to own high‑impact customer escalations across web services, APIs, and SDKs. You will partner with Support, Product, Platform, and Engineering to diagnose root causes, deliver rapid fixes, and improve the user experience.

You will leverage AI-powered diagnostics and read/debug Python/Java/SQL code, write troubleshooting guides, and contribute to the knowledge base. Hybrid work model with global impact.

Qualifications

• 5+ years in technical support, developer support, or service engineering with escalation ownership.
• BS degree in Computer Science, Software Engineering, or related field, or equivalent experience.
• 3+ years of code development experience with Java or Python.
• Strong understanding of RESTful API design, OAuth/JWT, and integration patterns with API tools.
• Hands-on SDK integration across iOS, Android, Web, Windows, macOS; cloud/AWS/Azure familiarity.
• Familiarity with AI/ML concepts and AI-driven log analysis and troubleshooting.
• Excellent written and verbal communication; able to explain complex concepts clearly.

Responsibilities

• Own end-to-end customer escalations from troubleshooting to resolution across services and APIs.
• Collaborate with multiple support tiers to investigate complex issues.
• Analyze logs, 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 timelines.
• Create technical docs, code samples, and guides for developer communities.

Skills

Escalation ownership

Technical troubleshooting

Python/Java coding

Communication skills

RESTful APIs

AWS/Azure

Cross-team collaboration

Education

BS in CS/SE or equivalent

Tools

Postman

cURL

Swagger

Job description

Zoom is seeking a Senior Service Engineer to own high‑impact customer escalations across web services, APIs, and SDKs. You will partner with Support, Product, Platform, and Engineering to diagnose root causes, deliver rapid fixes, and improve the user experience.

You will leverage AI-powered diagnostics and read/debug Python/Java/SQL code, write troubleshooting guides, and contribute to the knowledge base. Hybrid work model with global impact.