Support Engineer - L2

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ABOUT ZELLO

Zello is a voice-first communication platform, powered by our industry-leading push-to-talk technology, to improve collaboration and productivity for desk-less workers. With over 175+ million users, we’re the #1 rated push-to-talk app in the world, delivering 9 billion (yes, with a B) messages a month. 

At Zello, our company values are at the heart of what we do everyday. We’re proud to serve the frontline, we’re privileged to connect people in times of crisis across the globe, and we’re honored to support first responders.

And this is where you come in.

OVERVIEW

The Support Engineer provides second-level technical support, bridging the gap between the Product Advocate (L1) team and Engineering. You will investigate advanced technical issues—including app-level, network, and API integrations—working directly with enterprise customers and developers to resolve complex problems.

Your work ensures Zello remains a reliable, high-performing solution for organizations that depend on it daily.

You will report to the Product Advocate Manager and collaborate with the Product, Engineering, Sales and Customer Success teams.

MISSION

Deliver deep technical expertise to diagnose and resolve complex product issues, supporting both enterprise customers and the Product Advocate team.

Focus areas include:

- Advanced Troubleshooting and Root-Cause Analysis

- Escalation Management and Cross-Team Coordination

- API, SDK, and Integration Support

- Enterprise Implementation Support

RESPONSIBILITIES

Advanced Troubleshooting & Root-Cause Analysis

- Investigate complex technical issues beyond the ...