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 [email protected] 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. Overview The Support Engineer provides second-level technical support, bridging the gap between the Product Advocate (L1) team and Engineering. You will investigate advanced technical issues—including app-level, network, and API integrations—working directly with enterprise customers and developers to resolve complex problems. Your work ensures Zello remains a reliable, high-performing solution for organizations that depend on it daily. You will report to the Product Advocate Manager and collaborate with the Product, Engineering, Sales and Customer Success teams. Mission Deliver deep technical expertise to diagnose and resolve complex product issues, supporting both enterprise customers and the Product Advocate team. Focus areas include: Advanced Troubleshooting and Root-Cause Analysis Escalation Management and Cross-Team Coordination API, SDK, and Integration Support Enterprise Implementation Support Responsibilities Advanced Troubleshooting & Root-Cause Analysis Investigate complex technical issues beyond the scope of L1 support. Use diagnostic tools, logs, and APIs to isolate and identify root causes. Reproduce and document product bugs for Engineering. Provide troubleshooting support for PAs on hybrid software/hardware solutions and on-premise server products. Technical Support for Enterprise and Developer Accounts Support enterprise deployments, integrations, and custom configurations. Assist third-party developers integrating Zello SDKs and APIs. Help customers design robust solutions using Zello technology. Assist with implementation of MDM solutions and SSO for enterprise customers. Escalation & Collaboration Serve as the primary liaison between L1 Support and Engineering. Ensure accurate, complete escalation documentation and follow-up until resolution. Aid in relationship management by acting as key technical resource for ongoing Enterprise and Partnership communications. Mentor Product Advocates in advanced troubleshooting and technical concepts. Continuous Improvement Identify recurring issues and propose fixes or automation tools. Contribute to internal knowledge bases and troubleshooting guides. Qualifications 3–5 years of technical support or related experience in a SaaS or communications technology company. Strong understanding of APIs, networking fundamentals, and mobile platforms (Android/iOS). Proficiency in reading and interpreting logs, JSON, and basic scripting. Excellent written and verbal communication skills. Customer-first mindset with attention to clarity and accuracy. Career Path Support Engineers can advance into roles such as: Senior Support Engineer (L3) – Expert in Zello’s full product ecosystem, mentor and process owner. Solutions Engineer – Supporting pre-sales and custom integrations. Software Engineer – Transitioning into Engineering for those contributing to code-level debugging and automation. 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.