Support Engineer - L2

Zello • Austin, TX

22h

About The Position

Zello is a voice-first communication platform, powered by industry-leading push-to-talk technology, designed to improve collaboration and productivity for desk-less workers. With over 175+ million users, Zello is the #1 rated push-to-talk app globally, delivering 9 billion messages a month. The company values serving the frontline, connecting people in times of crisis, and supporting first responders. The Support Engineer provides second-level technical support, acting as a bridge between the Product Advocate (L1) team and Engineering. This role involves investigating advanced technical issues, including app-level, network, and API integrations, and working directly with enterprise customers and developers to resolve complex problems. The work ensures Zello remains a reliable, high-performing solution for organizations that depend on it daily. This position reports to the Product Advocate Manager and collaborates with the Product, Engineering, Sales, and Customer Success teams. The mission is to deliver deep technical expertise to diagnose and resolve complex product issues, supporting both enterprise customers and the Product Advocate team, with focus areas including Advanced Troubleshooting and Root-Cause Analysis, Escalation Management and Cross-Team Coordination, API, SDK, and Integration Support, and Enterprise Implementation Support.

Requirements

• 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.

Responsibilities

• 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.
• 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.
• 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.
• Identify recurring issues and propose fixes or automation tools.
• Contribute to internal knowledge bases and troubleshooting guides.

Benefits

• Competitive pay
• Equity with significant upside
• Intentionally designed benefits to encourage healthy and well-balanced employees
• Flexible schedules
• Time off
• Sabbatical after every five years of service
• Ping-pong table in our break room
• Free snacks in our break room

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed