Support Engineer - L3

About the role

You will own the most complex technical escalations that enterprise customers generate, driving each issue from initial report to documented resolution. You will act as the primary technical liaison between our support organization and the engineering teams, ensuring that every critical problem receives a clear, actionable diagnosis. In this position, you will build and maintain the internal runbooks and diagnostic libraries that reduce repeat escalations and shorten resolution times for the entire support org. You will mentor L2 Support Engineers and L1 product advocates, elevating their ability to handle advanced troubleshooting scenarios with confidence. You will work directly with strategic enterprise accounts during implementation and onboarding, ensuring that complex configurations like MDM, SSO, and custom API integrations are deployed correctly. You will analyze support data to identify systemic patterns, then create structured proposals for Product and Engineering to drive long-term improvements. After a successful first year, you will have established a repeatable escalation triage process that both Support and Engineering teams trust and actively use. You will define and continuously refine support processes and internal knowledge-base standards to ensure consistency and clarity across all support interactions.

Key facts

What you'll do

• 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.
• Serve as the primary technical liaison to Engineering by writing precise, reproducible bug reports, leading escalation triage, and closing the loop until issues are resolved or deprioritized with clear rationale.
• Build and maintain diagnostic tooling, automation scripts, and runbooks that reduce repeat escalations and accelerate resolution across the support organization.
• Lead technical onboarding and implementation reviews for strategic enterprise accounts, including MDM, SSO, custom API integrations, and on-premise server deployments.
• Support enterprise developers integrating Zello SDKs and APIs, helping them design robust, production-ready solutions that meet strict enterprise requirements.
• Identify systemic patterns in support data, such as recurring bugs, configuration gaps, and documentation holes, and bring structured proposals to Product and Engineering for resolution.
• Mentor L2 Support Engineers through complex troubleshooting scenarios, code-level log analysis, and cross-functional escalation workflows to strengthen the entire team.
• Define and continuously improve escalation protocols, support processes, and internal knowledge-base standards to ensure consistency, clarity, and measurable efficiency gains.

Requirements

• You have resolved technically ambiguous, high-pressure enterprise issues end-to-end and you can walk through exactly how you diagnosed each one to reach a solution.
• You have 6+ years of technical support, solutions engineering, or a closely related role at a SaaS or communications technology company where complex issues were the norm.
• You understand APIs, networking fundamentals, and mobile platforms (Android/iOS) at a depth that lets you read a packet capture or a crash log and immediately know where to focus your investigation.
• You write scripts, build lightweight tooling, and automate repetitive diagnostics, taking initiative where possible to create tools rather than wait for Engineering to provide them.
• You communicate complex technical findings clearly to both engineers and non-technical stakeholders, and you know which version of the truth each audience needs to make decisions.
• You have identified a recurring problem, built a process or runbook around it, and measured the impact of that process to prove tangible improvement.
• You reduce friction for the people around you, where L2s describe getting a cleaner escalation path, engineers describe receiving cleaner bug reports, and customers describe feeling like someone truly owns their issue.
• You stay curious when a problem does not fit any known pattern, investigating thoroughly, documenting every step, and sharing what you learn so that the next person does not have to start from scratch.

Nice to have

• Experience working with MDM, SSO, custom API integrations, and on-premise server deployments in enterprise environments.
• Familiarity with Zello SDKs, APIs, and the underlying push-to-talk technology stack.
• Background in supporting frontline or mission-critical communication platforms where uptime and reliability are essential.
• Demonstrated ability to turn qualitative user feedback into actionable, prioritized recommendations for Engineering and Product teams.

Practical notes

This role operates primarily from the Austin, Texas office during standard business hours. Travel is not required for this position. The role is not eligible for visa sponsorship at this time. Please ensure you are able to commit to the full work schedule as outlined in the engagement details.