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ZelloZelloAustin, TX

Support Engineer - L3

Own complex enterprise technical escalations, diagnose API, networking, mobile SDK, and deployment issues, and drive root-cause resolution with Engineering. The role requires 6+ years in technical support or solutions engineering, production coding experience, and strong automation and diagnostic skills.

Salary not listed
Hybrid6+ YOESupport Engineering

About the role

Responsibilities

  • Own complex technical escalations from L2, including multi-system integration failures, network anomalies, SDK defects, and enterprise deployment edge cases.
  • Read Android and iOS code and mobile SDK internals to isolate root causes and write or propose fixes where appropriate.
  • Serve as the technical liaison to Engineering by writing reproducible bug reports, leading escalation triage, and tracking issues through resolution.
  • Build and maintain diagnostic tooling, automation scripts, and runbooks to reduce repeat escalations.
  • Lead technical onboarding and implementation reviews for strategic enterprise accounts, including MDM, SSO/SAML, custom API integrations, and on-premise deployments.
  • Support enterprise developers integrating Zello SDKs and APIs.
  • Identify recurring support problems, configuration gaps, and documentation needs; propose improvements to Product and Engineering.
  • Define and improve escalation protocols, support processes, and knowledge-base standards.
  • Mentor L1 and L2 engineers and informally lead cross-functional escalation workflows.

Requirements

  • Production software development experience in a paid engineering role.
  • 6+ years of experience in technical support, solutions engineering, or a closely related role at a SaaS or communications-technology company.
  • Experience resolving ambiguous, high-pressure enterprise issues end to end.
  • Deep understanding of APIs, networking fundamentals, and Android/iOS platforms.
  • Ability to analyze packet captures, crash logs, and SDK traces.
  • Experience building lightweight diagnostic tooling or automation scripts.
  • Ability to communicate technical findings clearly to engineers, customers, and non-technical stakeholders.
  • Interest in a senior individual-contributor problem-solving role rather than management or account management.

Compensation and Benefits

  • Competitive pay.
  • Equity with significant upside.
  • Flexible schedules and time off.
  • Benefits designed to support healthy, well-balanced employees.
  • Sabbatical after every five years of service.

Skills

APIsNetworkingAndroidiOSmobile sdksMDMsso/samlcustom api integrationspacket capturecrash logsautomation scriptsdiagnostic toolingon-premise deployments

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