Senior Escalation Engineer - AI-Powered Reliability

Zoom; Boise (ID); Hybrid; USD 98,000 - 226,000; Full time

Benefits offered by this job

Benefits package

Job summary

Zoom is seeking a Senior Service Engineer to own complex escalations, diagnose issues across web services, APIs, SDKs, and Marketplace integrations, and work with Support, Product, Platform, and Engineering teams globally.

You will leverage AI/ML tools to identify patterns, automate troubleshooting, and document solutions for the knowledge base, contributing to platform reliability and customer happiness.

Qualifications

• Bachelor's degree in Computer Science, Software Engineering, or related field; or equivalent experience.
• 3+ years of code development experience with proficiency in Java or Python.
• Strong understanding of RESTful API design principles, OAuth 2.0/JWT, and integration patterns; experience with Postman, cURL, Swagger.

Responsibilities

• Take end-to-end ownership of customer escalations, including initial troubleshooting, root cause identification, and resolution across web services, APIs, SDKs, and Marketplace integrations.
• Collaborate with multiple support tiers as a senior escalation point across web, client, server, databases, API gateways, and multi-platform environments.
• Analyze logs, network traces, and debug information; read and debug code in Python, Java, and SQL as needed.
• Utilize AI-powered diagnostic tools and ML models to identify patterns and automate troubleshooting tasks.

Skills

Java

Python

RESTful APIs

Technical troubleshooting

Communication

Education

BS in CS/Software Eng or related

Tools

Postman

cURL

Swagger

AWS

Azure

Job description

Zoom is seeking a Senior Service Engineer to own complex escalations, diagnose issues across web services, APIs, SDKs, and Marketplace integrations, and work with Support, Product, Platform, and Engineering teams globally.

You will leverage AI/ML tools to identify patterns, automate troubleshooting, and document solutions for the knowledge base, contributing to platform reliability and customer happiness.