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Zello

Escalation Engineer

Austin, Texas (Remote)fulltimemidAdded 1 month ago

About this role

Zello seeks a senior-level support engineer to own complex technical escalations for their enterprise push-to-talk platform, serving as a bridge between support, engineering, and customers while building diagnostic tools and mentoring junior team members.

What you'll do

  • Handle tier-1 enterprise escalations independently, including multi-system integration failures, network anomalies, and SDK defects
  • Write precise bug reports and lead escalation triage with engineering team
  • Build diagnostic tooling, automation scripts, and runbooks to reduce repeat issues
  • Lead technical onboarding for strategic accounts including MDM, SSO, and custom integrations
  • Mentor L2 support engineers through complex troubleshooting and escalation workflows
  • Identify systemic patterns and propose process improvements to product and engineering

What they're looking for

  • 6+ years technical support or solutions engineering at SaaS/communications companies
  • API and networking fundamentals with packet capture and log analysis capabilities
  • Mobile platform expertise (Android/iOS)
  • Scripting and lightweight tooling development
  • Clear communication with technical and non-technical stakeholders
  • Diagnostic automation and process improvement
  • Root cause analysis and documentation
  • Enterprise deployment and integration knowledge
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Zello

Zello builds a push-to-talk communication platform serving over 175 million users globally. The company is hiring senior engineers across support, AI, and mobile development to scale their voice-first platform and modernize core infrastructure.

Website
zello.com
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Likely interview questions

  • Walk us through a complex enterprise escalation you owned end-to-end. How did you diagnose it, and what did your root-cause analysis look like?
  • Tell us about a time you identified a recurring support problem and built a process, runbook, or tool to fix it. How did you measure the improvement?
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