Hiring: Escalation Engineer Company: Zello Location: Austin, TX Job Posted Time: 2026-09-10 11:39:17 Target Skills & Keywords : Android, SAML, SaaS, iOS About the job Experience: •6+ years in technical support, solutions engineering, or a closely related role at a SaaS or communications-technology company. Required Skills: •Own the most complex technical escalations from L2: multi-system integration failures, network-level anomalies, SDK defects, and enterprise deployment edge cases, driving each to full resolution. •Read code and mobile SDK internals (Android/iOS) to isolate root cause, and write or propose the fix where scope allows, rather than handing every code-level question to Engineering. •Serve as the primary technical liaison to Engineering: write precise, reproducible bug reports, lead escalation triage, and close the loop until each issue is resolved or deprioritized with clear rationale. •Build and maintain diagnostic tooling, automation scripts, and runbooks that cut repeat escalations across the support org. •Lead technical onboarding and implementation reviews for strategic enterprise accounts: MDM, SSO/SAML, custom API integrations, and on-premise server deployments. •Support enterprise developers integrating Zello SDKs and APIs toward robust, production-ready implementations. •Identify systemic patterns in support data (recurring bugs, configuration gaps, documentation holes) and bring structured proposals to Product and Engineering. •Define and continuously improve escalation protocols, support processes, and knowledge-base standards. Qualifications: •You have written and shipped production software in a paid engineering role. You can read a codebase, reason about it, and make or propose a change. A CS degree on its own is not what we mean here; we mean real, shipped code. •You have 6+ years in technical support, solutions engineering, or a closely related role at a SaaS or communications-technology company. •You have resolved ambiguous, high-pressure enterprise issues end to end, and you can walk through exactly how you isolated each one with specific examples. •You understand APIs, networking fundamentals, and mobile platforms (Android/iOS) deeply enough to read a packet capture, crash log, or SDK trace and know where to look next. •You automate repetitive diagnostics by default. You have built lightweight tooling or scripts rather than waiting for Engineering, and you can point to a concrete example and the time it saved. •You have found a recurring problem, built a runbook or tool around it, and measured the improvement. •You translate technical findings cleanly for engineers, customers, and non-technical stakeholders, and you back your claims with specifics rather than generalities. •You want this senior individual-contributor problem-solving seat. You are energized by owning the hardest technical work itself, not by using it as a step toward management or account management. •An engineering role with sprint commitments, but you will read and write code at a diagnostic and automation level. Code is a core requirement here, not a nice-to-have. •A pure ticket-queue role. A significant part of your time goes to building systems, runbooks, and tooling, not just clearing escalations. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!