> Markdown version of [/jobs/ext/2716961-escalation-engineer](https://www.wearedevelopers.com/jobs/ext/2716961-escalation-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Escalation Engineer - **Company:** Zello Inc. - **Location:** United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Apple IOS, Software as a Service, Networking Basics, Packet Analyzer, Security Assertion Markup Language (SAML), Systems Integration, Bug Reporting, Api Management - **Published:** September 4, 2026 - **Apply:** https://startup.jobs/escalation-engineer-zello-8018488 ## About the Role * 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. ## Description As that base grows and the platform deepens, we need an Escalation Engineer who can own the hardest technical problems our customers hit, drive them to root cause with minimal Engineering involvement, and build the tooling and runbooks that make the whole support organization faster. You will report to the Product Advocate Manager and work shoulder to shoulder with Engineering, Product, and Customer Success. After a successful first year, you will have * Owned every Tier-1 enterprise escalation that reached you, each closed with a reproducible, engineering-ready root-cause analysis. * Read into code and mobile SDK internals to isolate defects yourself, and drafted the fix where scope allowed, instead of routing every code-level question to Engineering. * Built or meaningfully expanded the diagnostic runbook and tooling library, cutting average escalation-to-resolution time by a measurable margin. * Established an escalation triage process between Support and Engineering that both teams trust and use. * Mentored L1 and L2 engineers into handling scenarios that used to route straight to you. What you'll do * 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. ## Related Videos - [Xcode development redefAIned](https://www.wearedevelopers.com/videos/100195-xcode-development-redefained) - [Debugging in the Dark](https://www.wearedevelopers.com/videos/1658-debugging-in-the-dark) - [From APIs to MCP: Enterprise Governance, Registry, and Controls](https://www.wearedevelopers.com/videos/100336-from-apis-to-mcp-enterprise-governance-registry-and-controls) - [You’re a great coder? That alone won’t get you far: The soft skills secret in IT success](https://www.wearedevelopers.com/videos/1076-you-re-a-great-coder-that-alone-won-t-get-you-far-the-soft-skills-secret-in-it-success) - [Harnessing Apple Intelligence: Live Coding with Swift for iOS](https://www.wearedevelopers.com/videos/1515-harnessing-apple-intelligence-live-coding-with-swift-for-ios) - [Throwing off the burdens of scale in engineering](https://www.wearedevelopers.com/videos/608-throwing-off-the-burdens-of-scale-in-engineering) ## Related Articles - [What is Software Engineering?](https://www.wearedevelopers.com/magazine/289-what-is-software-engineering) - [How to Answer the Interview Question: “Why Do You Want to Be a Software Engineer?”](https://www.wearedevelopers.com/magazine/392-how-to-answer-the-interview-question-why-do-you-want-to-be-a-software-engineer) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [Is Software Engineering Hard?](https://www.wearedevelopers.com/magazine/448-is-software-engineering-hard) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again)