Support Engineer - L3

IMPORTANT: Please be aware, scammers may try to impersonate Zello by reaching out regarding job opportunities. We will never ask you for bank account information, checks, or other sensitive information as part of our hiring process. All correspondence will come from the zello.com email domain. If you’re unsure, please email recruiting@zello.com with questions. ABOUT ZELLO 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. With over 175+ million users, we’re the #1 rated push-to-talk app in the world, delivering 9 billion (yes, with a B) messages a month.  At Zello, our company values are at the heart of what we do everyday. We’re proud to serve the frontline, we’re privileged to connect people in times of crisis across the globe, and we’re honored to support first responders. And this is where you come in. 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. You will report to the Product Advocate Manager and work in close partnership with Engineering, Product, and Customer Success. After a successful first year, you will have: - Owned and resolved every Tier-1 enterprise escalation that reached you, with documented root-cause analyses that Engineering could act on directly. - Built or meaningfully expanded the internal diagnostic runbook library, cutting average L2 escalation-to-resolution time by a measurable margin. - Established a repeatable escalation triage process between Support and Engineering that both teams trust and use. - Mentored L2 Support Engineers and L1 product advocates on advanced troubleshooting - 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. What you'll do - 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. Who you are - You've resolved technically ambiguous, high-pressure enterprise issues end-to-end and you can walk through exactly how you diagnosed each one. - You have 6+ years of technical support, solutions engineering, or a closely related role at a SaaS or communications technology company. - You understand APIs, networking fundamentals, and mobile platforms (Android/iOS) at a depth that lets you read a packet capture or a crash log and know immediately where to look next. - 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. - You communicate complex technical findings clearly to both engineers and non-technical stakeholders, and you know which version of the truth each audience needs. - You've identified a recurring problem, built a process or runbook around it, and measured the improvement. - You reduce friction for the people around you. L2s describe getting a cleaner escalation path, engineers describe getting cleaner bug reports, customers describe feeling like someone actually owns their issue. - You stay curious when a problem doesn't fit any known pattern. You investigate, document, and share what you learn so the next person doesn't start from scratch. This Role Is Not - A pure ticket-queue role. You will spend a significant portion of your time building systems, runbooks, and tooling. Not just resolving escalations. - An engineering role. You won't have sprint commitments, but you will be expected to read and write code at a diagnostic and automation level. - A customer success role. Renewals, upsell, and relationship health are owned by CS You bring technical depth and resolution quality. - A management role. There are no direct reports today, though you will mentor L2 engineers and informally lead cross-functional escalation workflows. We hire for potential, passion for our mission, and a knack for solving difficult problems over checking every qualification box. We have competitive pay, equity with significant upside, and intentionally design our benefits to encourage healthy and well-balanced employees, flexible schedules and time off. We even offer a sabbatical after every five years of service so you’re able to pursue and enjoy what matters most to you. And of course, we wouldn’t be a technology company without a ping-pong table and free snacks in our break room. Join us! Zello provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 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.