L2 Support Engineer

Important: Zello never asks for sensitive information such as bank account details or checks during hiring. Official communication comes only from zello.com email addresses. If anything seems suspicious, contact recruiting@zello.com. Zello creates a voice-first communication platform used by deskless workers around the world. Over 175 million people depend on Zello’s push-to-talk app, which processes about 9 billion messages each month. The platform supports frontline workers, helps people during emergencies, and assists first responders globally. Role overview The L2 Support Engineer acts as the bridge between the Product Advocate (L1) team and Engineering. This position handles second-level technical support, focusing on advanced issues involving the app, network, and API integrations. Work includes direct interaction with enterprise customers and developers to resolve complex problems. The L2 Support Engineer helps maintain Zello’s reliability for organizations that rely on the platform daily. This role reports to the Product Advocate Manager and works closely with Product, Engineering, Sales, and Customer Success teams. Mission Provide deep technical expertise to diagnose and resolve complex product issues, supporting both enterprise clients and the Product Advocate team. Key focus areas Advanced troubleshooting and root-cause analysis Managing escalations and coordinating with multiple teams Supporting API, SDK, and integration efforts Assisting with enterprise implementations Responsibilities Advanced troubleshooting and root-cause analysis Investigate technical issues that exceed the scope of L1 support Use diagnostic tools, logs, and APIs to pinpoint root causes Reproduce and document product bugs for the Engineering team

About Future Secure AI Future Secure AI develops artificial intelligence solutions for global enterprises. The company focuses on tackling complex challenges across industries, guided by a set of BRAVER values: bravery, rigor, and curiosity. Leadership encourages open communication and values each employee’s role in the community. Professional growth is a priority, and success is seen as a shared journey. Role Overview The Customer Support Engineer will join the Austin, TX headquarters as a key member of the support team. This position acts as the main point of contact for customers, providing technical assistance and resolving complex issues related to the Future Secure AI platform. The role involves helping users with onboarding, troubleshooting, and explaining platform features. Customer feedback will be shared with product and engineering teams to improve the platform. What You Will Do Serve as the primary technical support contact for customers Assist users with onboarding and platform navigation Troubleshoot and resolve technical issues Clarify platform functionalities for users Advocate for customer needs within the organization Provide feedback to product and engineering teams Who Thrives Here Problem solvers with a technical background People who enjoy helping others and explaining technical concepts Those interested in the intersection of AI and security

Sona builds workforce management software for frontline organizations. Many of these teams still rely on paper, spreadsheets, or legacy systems to coordinate their most important asset: people. Sona’s platform brings together scheduling, HR, payroll, and communication tools, helping large frontline employers improve staffing and empower their teams. In just four years, Sona has reached over 100,000 frontline workers and grown to more than 140 employees. The company has raised over $100 million from investors such as Felicis, Northzone, Gradient Ventures (Google), SpeedInvest, Antler, Notion Capital, and angel investors including Tom Blomfield (Monzo). Role Overview Sona is hiring its first Technical Support Engineer in the US. This hybrid role is based in Austin and works closely with the UK support team, as well as the Solutions Architect and Project Manager in Austin. The position focuses on supporting US customers and shaping the support function in this region. What You Will Do Provide technical support to customers via email and live chat Troubleshoot complex product issues and communicate findings to the development team Assist customers with product configuration, data uploads, and User Acceptance Testing (UAT) before launch Act as a bridge between customers and internal teams, ensuring smooth onboarding and successful go-live experiences Collaborate across time zones with colleagues in the UK and Austin Help shape support processes and influence how the US support operation develops What Makes This Role Unique First technical support hire in the US, with the chance to build and refine local processes Work closely with experienced teams in both the US and UK Gain hands-on exposure to Sona’s platform and customer base Opportunity to make a visible impact on customer experience and company growth Location Hybrid role based in Austin.

About Us Graphcore is a globally recognized pioneer in Artificial Intelligence computing systems. We specialize in designing cutting-edge semiconductors and data center hardware that deliver the specialized processing power essential for advancing AI innovation, while ensuring the efficiency necessary for its widespread adoption. As a proud member of the SoftBank Group, Graphcore is part of an elite network of companies at the forefront of transformative technologies. Our new AI Engineering Campus in Austin will be pivotal in our mission to shape the future of AI computing. Key Responsibilities: Oversee procurement and ensure material readiness for seamless execution with suppliers, contract manufacturers, and joint development manufacturers. Collaborate closely with cross-functional teams to ensure alignment and timely project delivery. Develop and maintain project schedules, ensuring on-time completion of deliverables. Support the engineering team in streamlining processes and enhancing operational efficiency. Assist in maintaining documentation for all engineering projects and procurement processes. Engage in continuous improvement initiatives to enhance workflow and productivity.

Join our dynamic Vehicle Development team as a Fleet Support Engineer, where you will play a crucial role in ensuring the operational uptime of our fleet. We are seeking a highly skilled technical expert who excels in collaboration with cross-functional teams, meticulously documents troubleshooting processes, and provides real-time operational support.**Shift: Saturday to Wednesday, 8 AM - 6 PM local time**Key Responsibilities:Act as the primary point of contact for real-time escalations related to sensor issues within the fleet.Conduct detailed root cause analyses through comprehensive log reviews to identify and resolve fleet-related issues.Create, update, and maintain a thorough troubleshooting guide for technicians, integrating new faults and their solutions.Execute hardware bring-up and validation procedures for new sensor components including LiDAR, radar, cameras, etc.Design and implement diagnostic procedures aimed at streamlining future troubleshooting processes with an emphasis on sensor calibration and data integrity.Analyze historical vehicle/fleet data, including sensor information, to identify trends and issues.Collaborate with engineering design teams to enhance tooling and improve issue detection capabilities.Develop and implement effective countermeasures across the fleet to prevent recurring issues.Define and capture critical data points to validate issue resolutions and measure the effectiveness of implemented solutions.Engage in cross-functional teamwork to drive continuous improvements in vehicle performance and reliability.Be available for overtime as required, with prior notice.Willingness to travel occasionally within the U.S. to support various operational locations.

Join our dynamic team at xai as a Senior IT Support Engineer, where you will play a critical role in ensuring seamless IT operations and delivering exceptional support to our clients. As a key member of our team, you will leverage your technical expertise to troubleshoot complex issues, implement innovative solutions, and enhance user experience across the organization.

Join GoodLeap as a Senior Executive Support Engineer, where you will provide exceptional, tailored technical assistance to the CEO and executive leadership team. In this pivotal role, you will ensure the seamless operation of executive devices, AV systems, and hybrid meeting environments, fostering effective communication and connectivity within our dynamic organization. You will combine expert troubleshooting skills with AV engineering, event management, and executive engagement to deliver top-tier support, maintaining confidentiality and professionalism even in high-pressure situations.

Join Nagarro as an Associate Engineer in our Technical Support team, where you will play a vital role in providing top-notch support to our clients. This position offers an exciting opportunity to develop your technical skills while working in a collaborative environment. You will be responsible for troubleshooting and resolving technical issues, ensuring customer satisfaction through effective communication and problem-solving.

Join our dynamic team at LightEdge as a Support Engineer, where you will play a pivotal role in providing exceptional customer support and resolving technical issues. You will collaborate with cross-functional teams to ensure optimal service delivery and customer satisfaction. This is a fantastic opportunity to enhance your technical skills and contribute to the success of our clients.

Fastly’s edge cloud platform supports organizations like GitHub, Yelp, Paramount, and JetBlue by processing and protecting digital applications close to users. The company’s mission is to create a more trustworthy Internet through secure and reliable digital experiences. Team overview The Customer Support Engineering (CSE) team serves as the primary contact for Fastly customers using the edge cloud platform. This group manages support across Tier 1, 2, and 3, focusing on both technical expertise and empathy. The team also leads Mission Control Engineers (MCEs), who deliver proactive support through the Mission Control Program (MCP). MCP emphasizes observability, advocacy, and event management, aiming to shift from reactive troubleshooting to proactive, scalable support. Strategic customers benefit from reliable assistance and strong observability during their busiest periods. What you will do Lead a distributed support team: Manage engineers at all support tiers and dedicated MCEs. Mentor the group to adopt proactive ownership and ensure the Mission Control Program can scale for high-traffic events. Drive delivery and execution: Identify workflow bottlenecks, clear obstacles, and set realistic project timelines. Oversee project completion and manage runbooks and After-Action Report handoffs to Engineering and Product for MCP activities. Oversee strategic resource governance: Use a "Swarm" approach to resolve complex customer issues, involving internal experts when needed. Monitor the health of these swarms, audit cases for compliance, and apply prioritization frameworks such as MoSCoW, Eisenhower matrices, and the EADS model to assess program health. Location This position is available in Austin, TX; Birmingham, AL; Chicago, IL; Denver, CO; Des Moines, IA; Little Rock, AR; Milwaukee, WI; Minneapolis, MN; New Orleans, LA; or Oklahoma City, OK.

Join our dynamic Trade Operations team as a Junior Electronic Trading Support Engineer at Hudson River Trading (HRT) in Austin, TX, or New York, NY. In this role, you will play a vital part in managing our cutting-edge electronic trading environment, renowned for its robustness and efficiency. Your responsibilities will include configuring, monitoring, and optimizing trading systems, while also addressing risk, regulatory, and development challenges. You will be at the forefront of ensuring seamless trading operations, tackling everything from debugging processes to making critical decisions that balance compliance, risk, and profit during market hours. Collaboration is key, and you will work closely with a talented team that thrives on technology-driven solutions. If you possess excellent communication skills and a proactive attitude, we want to hear from you!

Join PHASOR Engineering Inc., a leading Alberta-based firm specializing in the engineering, design, and testing/commissioning of medium to high voltage electrical facilities. We pride ourselves on delivering cost-effective and efficient solutions in power system engineering, engaging in a wide array of projects from preliminary engineering to commissioning and startup.Currently, we are on the lookout for an ambitious Lead Commissioning Engineer / Commissioning Manager to become a crucial part of our field services team. If you are an outstanding communicator and adept problem-solver with meticulous attention to detail, we provide a stimulating work environment where you will face challenges in various aspects of the testing and commissioning process.Responsibilities:Lead a team in the testing and commissioning of power system protection & control schemes across utility, power generation, and oil & gas sectors.Interpret technical drawings and troubleshoot technical issues.Oversee direct reports and delegate tasks effectively.Prepare and submit reports.Assist in generating commissioning startup procedures or work instructions.Ensure compliance with corporate, client, and industry safety standards.Engage with customers to address inquiries, discuss issues, and confirm solutions.Qualifications:Must hold a Bachelor's Degree in Electrical Engineering, possess a Power Systems Electrician Journeyman Ticket, or have an Electrical Engineering Technologist Diploma from a recognized institution.A minimum of 4 years of experience leading a commissioning team within the electrical utilities sector.Exceptional interpersonal and communication skills, with a keen attention to detail.Proficiency in Microsoft Office and strong computer skills.Excellent organizational abilities to manage a diverse range of issues simultaneously.Strong analytical skills, risk assessment, and problem-solving capabilities.Willingness to work extended periods out of town.Valid driver's license with a clean driving record.Background checks and Drug and Alcohol Pre-Access Testing will be required as part of employment.Requirements:Must be legally eligible to work in Canada; VISA sponsorship is not available for this position.Valid driver’s license with a clean driving record.Ability to work extended periods out of town.Additional Information:Typical shifts may include 4/3, 8/6, 10/4, and 14/7 rotations.Working hours are generally from 7 AM to 5:30 PM at 10 hours per day.

Join our dynamic team at Artech Information Systems LLC as a Deskside Support Specialist. In this role, you will provide essential technical support to our clients, ensuring they have the resources they need to succeed. We are looking for a proactive individual who can troubleshoot issues, assist with hardware and software installations, and enhance user experience.

Join Apptronik as an IT Support Specialist and become a critical part of our innovative team. In this role, you will be responsible for providing technical support and troubleshooting for our internal systems. You will work closely with various departments to ensure that all IT-related issues are resolved promptly, enabling our team to work efficiently and effectively.Your responsibilities will include managing help desk requests, maintaining hardware and software systems, and assisting with the implementation of new technologies. A strong customer service mindset is essential as you will be the first point of contact for IT-related queries.

Join Mindful Support Services as a Business Development Manager and make a significant impact in the mental health care sector. We are seeking a dynamic and results-driven individual to lead our business development initiatives, fostering relationships with stakeholders and driving growth in our services.Your role will involve identifying new business opportunities, developing strategic partnerships, and enhancing our outreach efforts to ensure we meet the evolving needs of our clients. You will collaborate with cross-functional teams, bringing innovative ideas to life and contributing to a supportive and inclusive work environment.

Join the dynamic team at Catalate as a B2B Technical Support Specialist, where you will play a pivotal role in delivering exceptional customer support to our business partners. You will be responsible for troubleshooting technical issues, providing solutions, and ensuring a seamless user experience with our products.

Join our dynamic team at Artech Information Systems LLC as a Desktop Support Specialist. In this role, you will be the first line of support for our clients, ensuring their technology needs are met with efficiency and professionalism. You will troubleshoot hardware and software issues, install new systems, and provide excellent customer service.

About SwapAt Swap, we are pioneering the future of commerce through our innovative AI-driven platform. We connect backend operations seamlessly with a cutting-edge storefront experience, empowering brands to sell products globally.Our platform is designed for brands that aspire to sell anything, anywhere. Swap centralizes global operations, streamlines intelligent workflows, and enables margin-enhancing decisions through real-time data insights. Our comprehensive suite of products includes features for cross-border sales, tax compliance, returns management, demand forecasting, and our state-of-the-art agentic storefront, providing merchants with complete transparency and the confidence to take action.We are cultivating a company culture that emphasizes clarity, creativity, and shared responsibility as we reshape the landscape of global commerce.About the RoleWe are looking for a dependable, organized, and technically adept Technical Support Specialist who thrives on problem-solving and delivering exceptional customer experiences. In this role, you will address technical inquiries from merchants, diagnose platform issues, and ensure timely and precise resolutions.This position fuses customer support with technical investigation: you will be part troubleshooter, part educator, and part liaison between merchants and our product and engineering teams. You will engage with various workflows, from analyzing API logs to assisting merchants with customs documentation, and play a vital role in enhancing our support function as we expand.Collaboration with our Customer Experience, Product, and Engineering teams will be crucial to keeping merchants on track and continuously improving our support processes.

Job SummaryAt MicroVentures, we are pioneering a unique fusion of crowdfunding and venture capital, enabling both accredited and non-accredited investors to access investment opportunities in promising startups. Our platform provides angel investors with the chance to invest alongside seasoned venture capitalists, often on equal terms. We are on the lookout for dedicated and service-oriented individuals to help us transform the way investors engage with and invest in private companies!Your Role at MicroVentures:As a Client Support Specialist, you will be pivotal in delivering an outstanding client experience across various communication channels, including chat, email, and phone. On a typical day, your responsibilities will include:1) Cultivating strong relationships by educating clients about the investment process and addressing their inquiries throughout their investment journey.2) Resolving current client issues to meet their immediate needs while identifying opportunities to enhance future client interactions.3) Collaborating with your team to tackle existing client challenges and improve the systems and processes utilized by MicroVentures.

Discover an unparalleled opportunity in the world of customer support as a Senior Product Support Specialist at Fyxer.About FyxerSince our inception in May 2024, Fyxer has experienced rapid growth, achieving an impressive $35 million in Annual Recurring Revenue (ARR). We are on a mission to revolutionize productivity with our AI-powered executive assistant, designed to manage emails, scheduling, and follow-ups, allowing professionals in client-focused roles to concentrate on delivering exceptional service to their customers.Your ResponsibilitiesServe as the first point of contact for customer support via chat, email, and video, efficiently resolving issues from start to finish with minimal supervision.Analyze and troubleshoot intricate technical problems, escalating to the Product Engineering team only when absolutely necessary.Identify trends in customer issues and transform them into process enhancements, knowledge base articles, and actionable insights for the broader team.Act as a liaison among Support, Sales, Product, and Customer Success teams, ensuring seamless communication and resolution of issues.Contribute to the scalability of our support operations by influencing tooling choices, workflow design, and team playbooks.You will be supported by robust Customer Success and Product Engineering teams, equipped with the tools, training, and autonomy needed to proactively address customer concerns, deliver impactful solutions, and accelerate your career growth.Indicators of SuccessYou demonstrate independence and sound judgment, effectively managing your time, priorities, and output without constant oversight.You leverage AI in your daily tasks, sharing insights on its efficacy and future potential.You consistently resolve complex technical challenges with proficiency and promptness.You take the initiative to enhance key support workflows.You are a trusted collaborator, sought after by your colleagues for your expertise.You maintain strong connections with your team, even in a remote setting, through proactive communication and timely updates.QualificationsA minimum of 5 years of experience in customer or technical support within a B2B SaaS environment.Exceptional written and verbal communication skills.Strong troubleshooting abilities, with a passion for problem-solving and creative solutions.A collaborative spirit with the ability to connect effectively across departments.