# Support Engineer - L3

**Company:** [Zello](https://hotfix.jobs/companies/zello)
**Location:** Austin, TX
**Role:** Support Engineering
**Experience:** 6+ years
**Skills:** APIs, Networking, Android, iOS, mobile sdks, MDM, sso/saml, custom api integrations, packet capture, crash logs, automation scripts, diagnostic tooling, on-premise deployments
**Posted:** 2026-08-12

> 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.

## Job Description

## 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.

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