Zello
Support Engineer - L3
Austin, Texas · Senior
Sponsorship not specifiedDetected 94 days ago
iOSAndroidCustomer SuccessCustomer SupportWiresharkCommunicationCollaboration
About the role
- IMPORTANT: Please be aware, scammers may try to impersonate Zello by reaching out regarding job opportunities.
- All correspondence will come from the zello.com email domain.
- If you're unsure, please email recruiting@zello.com with questions.
Responsibilities
- Own the most complex technical escalations from L2: multi-system integration failures, network-level anomalies, SDK defects, and enterprise deployment edge cases. Driving each to full resolution.
- Serve as the primary technical liaison to Engineering: write precise, reproducible bug reports, lead escalation triage, and close the loop until issues are resolved or deprioritized with clear rationale.
- Build and maintain diagnostic tooling, automation scripts, and runbooks that reduce repeat escalations and accelerate resolution across the support org.
- Lead technical onboarding and implementation reviews for strategic enterprise accounts, including MDM, SSO, custom API integrations, and on-premise server deployments.
- Support enterprise developers integrating Zello SDKs and APIs, helping them design robust, production-ready solutions.
- Identify systemic patterns in support data: recurring bugs, configuration gaps, documentation holes. Bringing structured proposals to Product and Engineering.
- Mentor L2 Support Engineers through complex troubleshooting scenarios, code-level log analysis, and cross-functional escalation workflows.
- Define and continuously improve escalation protocols, support processes, and internal knowledge-base standards.
- You write scripts, build lightweight tooling, and automate repetitive diagnostics. You take initiative, where able, in building tools rather than wait for Engineering to hand you one.
- Own the most complex technical escalations from L2: multi-system integration failures, network-level anomalies, SDK defects, and enterprise deployment edge cases.
Requirements
- You've resolved technically ambiguous, high-pressure enterprise issues end-to-end and you can walk through exactly how you diagnosed each one.
- You communicate complex technical findings clearly to both engineers and non-technical stakeholders, and you know which version of the truth each audience needs.
- All Zello personnel are required to comply with defined security, privacy, and compliance requirements applicable to their role along with requirements that are applicable to all Zello personnel.
Benefits
- Renewals, upsell, and relationship health are owned by CS You bring technical depth and resolution quality.
Company info
- Zello is a voice-first communication platform, powered by our industry-leading push-to-talk technology, to improve collaboration and productivity for desk-less workers.
- At Zello, our company values are at the heart of what we do everyday.
- As our enterprise customer base grows and our platform deepens, we need a Senior Support Engineer who can own the most complex technical challenges our customers bring us, reduce resolution time for critical issues, and build the systems and knowledge that make the entire support organization more effective.
- Aided our CS team in working through their customers' most complex configuration and user management issues, acting as a direct and available resource customers can rely on.
This listing is sourced directly from Zello's careers page and normalized into a canonical job model.