Senior Support Engineer

1 month ago

Austin, United States Zello Full time

IMPORTANT: Please be aware, scammers may try to impersonate Zello by reaching out regarding job opportunities. We will never ask you for bank account information, checks, or other sensitive information as part of our hiring process. All correspondence will come from the zello.com email domain. If you’re unsure, please email recruiting@zello.com with questions.

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.

We are looking for a versatile, dedicated Support Engineer to work with customers and our engineering team to understand and tackle mission-critical problems. This is a special type of reliability engineering position with a wide range of technical focus and visibility. You are a creative problem solver with the knowledge and discipline to diagnose issues at any level of the stack and communicate them clearly with internal and external stakeholders.

The Zello team is talented, responsible, caring, and eager to learn. We have fun building software at the heart of mission-critical work in an impressive variety of industries and public service sectors. We value simplicity, excellence, and a focus on getting things done.

This position is based in Austin and reports to the Customer Support and Inside Sales manager.

After a successful first year, you will:

  • Have a deep understanding of the Zello platform and technology and the ability to teach it to others.

  • Handle customer team escalations autonomously for all types of issues.

  • Develop utility software or integrate tooling to make your job more efficient and effective.

What you'll do

  • Provide primary engineering support for Zello’s platform, services, and applications while meeting internal SLAs.

  • Work with customers to troubleshoot and pinpoint problems in real time.

  • Train the internal support team on troubleshooting software components such as APIs, SDKs, networking configurations, etc.

  • Coordinate with product and development to address confirmed bugs or submit patches directly.

  • Identify issue patterns and advise on improvements to telemetry or observability.

  • Write software or integrate services to deliver faster answers or enable the customer team to operate more self-sufficiently.

Who you are

  • You have remarkable problem-solving skills.

  • You have exemplary written and verbal communication skills and are comfortable speaking with technical and non-technical audiences.

  • You can understand one or more programming languages and are comfortable reading code.

  • Bonus points for hands-on development with mobile, web, or backend technologies as well as experience with Linux and networking.

  • Most importantly, you are thorough, steadfast, good-natured, and enjoy interacting with people.

We hire for potential, passion for our mission, and a knack for solving difficult problems over checking every qualification box. We have competitive pay, equity with significant upside, and intentionally design our benefits to encourage healthy and well-balanced employees, from flexible work schedules to unlimited paid time off. We even offer a sabbatical after every five years of service so you’re able to pursue and enjoy what matters most to you. And of course, we wouldn’t be a technology company in Austin without a ping-pong table and free snacks in our break room. Join us

Zello provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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