Support Engineer - L3

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