Support Engineer - L2
Posted Apr 19, 2026
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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
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Investigate complex technical issues beyond the scope of L1 support. - Use diagnostic tools, logs, and APIs to isolate and identify root causes. - Reproduce and document product bugs for Engineering. - Provide troubleshooting support for PAs on hybrid software/hardware solutions and on-premise server products.