Software Engineer, Escalation @Zello

Overview

Zello is seeking a Software Engineer to address complex technical problems faced by customers, improve tooling and processes within the support organization, and collaborate with Engineering, Product, and Customer Success teams.

Key Responsibilities

• Own complex technical escalations from L2 involving multi-system integration failures and SDK defects, driving each to resolution.
• Read code and mobile SDK internals to isolate root causes and propose fixes.
• Serve as the primary technical liaison to Engineering, writing bug reports and leading escalation triage.
• Build and maintain diagnostic tooling, automation scripts, and runbooks to minimize repeat escalations.
• Conduct technical onboarding and implementation reviews for enterprise accounts.
• Support developers integrating Zello SDKs and APIs towards robust implementations.
• Identify patterns in support data and propose improvements to product and engineering teams.
• Define and enhance escalation protocols and support processes.

Requirements

• 3+ years of experience in site reliability or software engineering roles.
• 3+ years in technical support or solutions engineering at a SaaS or communications-technology company.
• Experience resolving complex enterprise issues and isolating their causes.
• Deep understanding of APIs, networking fundamentals, and mobile platforms.
• Proficient in automating diagnostics and building lightweight tools.
• Strong ability to translate technical findings for various stakeholders.
• Passion for solving difficult problems.

Benefits

Zello offers competitive pay, equity, flexible schedules, sabbaticals after five years, and benefits designed to promote a healthy work-life balance.

Location

Remote

How to Apply

Please send your application to recruiting@zello.com.