companyZello logo

L2 Support Engineer

ZelloAustin, Texas
On-site Full-time

Clicking Apply Now takes you to AutoApply where you can tailor your resume and apply.


Unlock Your Potential

Generate Job-Optimized Resume

One Click And Our AI Optimizes Your Resume to Match The Job Description.

Is Your Resume Optimized For This Role?

Find Out If You're Highlighting The Right Skills And Fix What's Missing

Experience Level

Experience

Qualifications

Qualifications:Strong analytical and problem-solving skills. Proficiency in troubleshooting software and hardware issues. Experience with APIs and integration processes. Excellent communication and interpersonal skills. Ability to work collaboratively in a team-oriented environment.

About the job

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 Zello

Zello is at the forefront of voice-first communication, empowering desk-less workers with innovative technology to enhance collaboration and efficiency. We take pride in our commitment to serving those on the frontline and fostering meaningful connections in critical moments.

Similar jobs

Tailoring 0 resumes

We'll move completed jobs to Ready to Apply automatically.