Escalation Engineer

What You Can Expect In this role, you will be the go-to problem solver for some of Zoom's most complex technical challenges. As a Service Engineer, you will serve as a critical escalation point, partnering with Support, Product, Platform, Engineering, and Technical Operations teams to identify root causes and deliver solutions that keep millions of users connected. You will leverage AI-powered diagnostic tools and your deep technical expertise to resolve issues rapidly, predict potential problems, and advocate for the user experience at every step. This is a senior-level individual contributor role reporting within the Service Engineering organization, where your curiosity and resourcefulness will directly shape how Zoom delivers happiness to customers worldwide.

The Service Engineering team sits at the intersection of engineering, support, and product, acting as the bridge that turns complex escalations into lasting solutions. We collaborate across boundaries to ensure Zoom's platform reliability and user satisfaction, driving real change in how millions of people connect every day. If you thrive on solving puzzles and making a tangible impact, this is your team.

You will take end-to-end ownership of customer escalations, including initial troubleshooting, root cause identification, and resolution across web services, APIs, SDKs, and Marketplace integrations. You will collaborate with multiple tiers of support, acting as a senior escalation point to investigate complex issues spanning web, client, server, database services, API gateways, and multi-platform environments. You will analyze logs, network traces, and debug information to diagnose issues and deliver actionable solutions, reading and debugging code in Python, Java, and SQL as needed. You will utilize AI-powered diagnostic tools and machine learning models to identify issue patterns, automate repetitive troubleshooting tasks, and provide intelligent resolution recommendations. You will collect information, document bugs with Engineering for product issues, and build process and troubleshooting documentation in the support knowledge base. You will assess and prioritize customer cases to ensure timely response and resolution according to service standards, meeting or exceeding expectations on response quality and overall experience. You will create and maintain technical documentation, code samples, and troubleshooting guides while representing Service Engineering in cross-functional meetings and developer community forums.

5+ years of experience in technical support, developer support, or service engineering roles, with demonstrated ownership of complex escalations. BS degree in Computer Science, Software Engineering, or a related field, or equivalent experience. 3+ years of code development experience with proficiency in Java or Python. Strong understanding of RESTful API design principles, API authentication methods (OAuth 2.0, JWT), and integration patterns, with hands-on experience using tools like Postman, cURL, and Swagger. Hands-on experience with SDK integration and troubleshooting across multiple platforms (iOS, Android, Web, Windows, macOS) and familiarity with Linux, networking, and cloud environments (AWS, Azure). Familiarity with AI/ML concepts and experience using AI-powered tools for log analysis, anomaly detection, or automated troubleshooting, including effective use of large language models to enhance productivity. Excellent written and verbal communication skills with the ability to explain complex technical concepts to both technical and non-technical audiences. Salary Range or On Target Earnings: Minimum: $97,600.00 Maximum: $225,700.00 In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value. Note: Starting pay will be based on a number of factors and commensurate with