Zello Escalation Engineer at Zello owning complex technical escalations and driving root cause analysis with minimal engineering involvement. Build tooling and runbooks to improve support efficiency.
Responsibilities
Own the most complex technical escalations from L2: multi-system integration failures, network-level anomalies, SDK defects, and enterprise deployment edge cases, driving each to full resolution.
Read code and mobile SDK internals (Android/iOS) to isolate root cause, and write or propose the fix where scope allows, rather than handing every code-level question to Engineering.
Serve as the primary technical liaison to Engineering: write precise, reproducible bug reports, lead escalation triage, and close the loop until each issue is resolved or deprioritized with clear rationale.
Build and maintain diagnostic tooling, automation scripts, and runbooks that cut repeat escalations across the support org.
Lead technical onboarding and implementation reviews for strategic enterprise accounts: MDM, SSO/SAML, custom API integrations, and on-premise server deployments.
Support enterprise developers integrating Zello SDKs and APIs toward robust, production-ready implementations.
Identify systemic patterns in support data (recurring bugs, configuration gaps, documentation holes) and bring structured proposals to Product and Engineering.
Define and continuously improve escalation protocols, support processes, and knowledge-base standards.
Qualification
You understand APIsThis Role Is NotA pure ticket-queue roleA customer success roleA management roleWe hire for potential
Required
You understand APIs, networking fundamentals, and mobile platforms (Android/iOS) deeply enough to read a packet capture, crash log, or SDK trace and know where to look next.
You automate repetitive diagnostics by default. You have built lightweight tooling or scripts rather than waiting for Engineering, and you can point to a concrete example and the time it saved.
You translate technical findings cleanly for engineers, customers, and non-technical stakeholders, and you back your claims with specifics rather than generalities.
You want this senior individual-contributor problem-solving seat. You are energized by owning the hardest technical work itself, not by using it as a step toward management or account management.
This Role Is Not
An engineering role with sprint commitments, but you will read and write code at a diagnostic and automation level. Code is a core requirement here, not a nice-to-have.
A pure ticket-queue role. A significant part of your time goes to building systems, runbooks, and tooling, not just clearing escalations.
A customer success role. Renewals, upsell, and relationship health sit with CS. You bring technical depth and resolution quality.
A management role. There are no direct reports today, though you will mentor L1 and L2 engineers and informally lead cross-functional escalation workflows.
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.
