Support Engineer - L2

Advanced Troubleshooting and Root-Cause Analysis

Escalation Management and Cross-Team Coordination

API, SDK, and Integration Support

Enterprise Implementation Support

Investigate complex technical issues beyond the scope of L1 support.

Use diagnostic tools, logs, and APIs to isolate and identify root causes.

Reproduce and document product bugs for Engineering.

Provide troubleshooting support for PAs on hybrid software/hardware solutions and on-premise server products.

Support enterprise deployments, integrations, and custom configurations.

Assist third-party developers integrating Zello SDKs and APIs.

Help customers design robust solutions using Zello technology.

Assist with implementation of MDM solutions and SSO for enterprise customers.

Serve as the primary liaison between L1 Support and Engineering.

Ensure accurate, complete escalation documentation and follow-up until resolution.

Aid in relationship management by acting as key technical resource for ongoing Enterprise and Partnership communications.

Mentor Product Advocates in advanced troubleshooting and technical concepts.

Identify recurring issues and propose fixes or automation tools.

Contribute to internal knowledge bases and troubleshooting guides.

Support Engineers can advance into roles such as:

Senior Support Engineer (L3) – Expert in Zello’s full product ecosystem, mentor and process owner.

Solutions Engineer – Supporting pre-sales and custom integrations.

Software Engineer – Transitioning into Engineering for those contributing to code-level debugging and automation.

We hire for potential, passion for our mission, and a knack for solving difficult problems over checking every qualification box. We have competitive pay, equity with significant upside, and intentionally design our benefits to encourage healthy and well-balanced employees, flexible schedules and time off. We even offer a sabbatical after every five years of service so you’re able to pursue and enjoy what matters most to you. And of course, we wouldn’t be a technology company without a ping-pong table and free snacks in our break room. Join us!

Zello provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. All Zello personnel are required to comply with defined security, privacy, and compliance requirements applicable to their role along with requirements that are applicable to all Zello personnel.