Support Engineer - L3

Zello
Austin
Workplace: HybridFull timeFunction: Product ManagementExperience: 3-5 yearsSkills: ["Communication","Customer focus","Problem-solving","Teamwork","Mentoring"]

The role provides second-level technical support bridging the Product Advocate (L1) team and Engineering for enterprise customers, focusing on advanced troubleshooting, API integrations, and cross-team collaboration to resolve complex issues and ensure a reliable, high-performing Zello platform.

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FursaFursa
Zello
Zello
3 months ago

Support Engineer - L3

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

The role provides second-level technical support bridging the Product Advocate (L1) team and Engineering for enterprise customers, focusing on advanced troubleshooting, API integrations, and cross-team collaboration to resolve complex issues and ensure a reliable, high-performing Zello platform.
Location: Austin
Workplace: Hybrid
Employment Type: Full time
Job Function: Product Management

Key Responsibilities

  • •Investigate complex technical issues beyond the scope of L1 support and use diagnostic tools, logs, and APIs to isolate root causes.
  • •Reproduce and document product bugs for Engineering and provide troubleshooting support for hybrid software/hardware solutions and on-premise server products.
  • •Support enterprise deployments, integrations, and custom configurations, and assist third-party developers with integrating Zello SDKs and APIs.
  • •Act as the primary liaison between L1 Support and Engineering, ensuring escalation documentation is accurate and followed through to resolution, and mentor Product Advocates in advanced troubleshooting.
  • •Identify recurring issues and propose fixes or automation tools, contributing to internal knowledge bases and troubleshooting guides.

Pay and Benefits

Equity and Bonus:Equity
Perks:Equity

Key Requirements

  • •3–5 years of technical support or related experience in a SaaS or communications technology company.
Experience:3-5 yearsSaaSCommunications technologyEnterprise
Skills:CommunicationCustomer focusProblem-solvingTeamworkMentoring
Tech Stack:APIsAndroidIOSJSONLogsScriptingMDMSSO

Company Brief

Zello
Provides a push-to-talk (PTT) voice messaging platform and real-time communication apps for frontline teams and communities, enabling instant voice communication over cellular and Wi-Fi networks.
Industry: SaaS
Company Size: Medium (51 to 250 employees)
Growth: Established Company
Headquarters: Austin, United States
Founded: 2007
WebsiteLinkedIn