Support Engineer

About the Company

Zello is a voice-first communication platform, powered by our industry-leading push-to-talk technology, to improve collaboration and productivity for desk-less workers. With over 175+ million users, we’re the #1 rated push-to-talk app in the world, delivering 9 billion messages a month.

Responsibilities

• Own complex technical escalations including multi-system integration failures, network-level anomalies, and SDK defects
• Serve as the primary technical liaison to Engineering by writing precise bug reports and leading triage
• Build and maintain diagnostic tooling, automation scripts, and runbooks to accelerate resolution
• Lead technical onboarding and implementation reviews for strategic enterprise accounts (MDM, SSO, API integrations)
• Support enterprise developers integrating Zello SDKs and APIs
• Identify systemic patterns in support data to propose improvements to Product and Engineering
• Mentor L2 Support Engineers on advanced troubleshooting and code-level log analysis

Requirements

• 6+ years of technical support, solutions engineering, or related roles at a SaaS or communications company
• Deep understanding of APIs, networking fundamentals, and mobile platforms (Android/iOS)
• Ability to analyze packet captures and crash logs
• Proficiency in writing scripts and building lightweight automation tooling
• Strong communication skills for translating complex findings to both engineers and non-technical stakeholders
• Proven track record of resolving technically ambiguous, high-pressure enterprise issues

Benefits

• Competitive pay and equity
• Flexible schedules and time off
• Sabbatical after every five years of service
• Office perks including snacks and ping-pong