Zello

Customer Success Manager

• Own the NRR number end-to-end across renewals, expansion, and at-risk save motions
• Lead and develop a team of 5–6+ CSMs and Account Managers
• Design and implement AI-driven workflows that reshape how CS operates
• Partner closely with Sales on expansion deals, Product on feedback loops, and Marketing on customer storytelling
• Build the customer health and forecasting systems
• Run executive QBRs with our largest accounts and lead at-risk save plays personally
• Establish the operating cadences that scale with the team

Director of Customer Success

DevOps Engineer

• Design, deploy, and operate highly available MySQL and MongoDB clusters across our cloud environments
• Tune query performance, schema, and index strategy in partnership with application engineers and push fixes upstream into the application when that's the right answer
• Extend our observability stack — Prometheus, Loki, and Tempo
• Participate in the Platform on-call rotation, lead incident response for data-tier issues, and write postmortems that drive durable change
• Improve disaster recovery, security posture, and compliance for our database footprint — encryption, access control, audit logging, backup integrity
• Evaluate and operate ScyllaDB/Cassandra and Elasticsearch where they fit the workload
• Write the automation, tooling, and operators that take repetitive work off the team's plate
• Use AI to compress incident response and root-cause analysis

Senior Site Reliability Engineer

Designer

• Partner closely with Staff Product Designer as primary architectural counterpart for DS work
• Take architectural ownership of DS work across iOS, Android, and React
• Build and ship production-quality Figma components for iOS and Android
• Own the React token pipeline end-to-end
• Drive cross-platform consistency audits
• Validate Figma components map correctly to production implementations
• Define component documentation standards and write usage guidelines
• Identify systemic issues proactively and make recommendations
• Contribute to product design work as DS work matures

Design System Specialist

Backend Engineer

• Operate as a senior individual contributor on the backend services team, owning production for distributed systems at real-time scale.
• Carry the on-call rotation for Zello's most critical infrastructure. Lead incident response, write runbooks, and turn each incident into a durable improvement.
• Build observability where it's missing. Set SLOs, instrument services with Grafana and Loki, and shift team posture from reactive to proactive.
• Ship production C++ today; contribute to Rust and Go components as they come online.
• Work hands-on across our database stack: Cassandra, MongoDB, MySQL and choosing the right tool for the workload.
• Contribute to backend 2.0: a ground-up modernization of the platform anchored on AI-native engineering workflows (AGENTS.md, CLAUDE.md, .cursor/rules).

Senior Back End Engineer

Support Engineer

• Provide second-level technical support, bridging the gap between the Product Advocate (L1) team and Engineering.
• Investigate advanced technical issues—including app-level, network, and API integrations.
• Work directly with enterprise customers and developers to resolve complex problems.
• Deliver deep technical expertise to diagnose and resolve complex product issues, supporting both enterprise customers and the Product Advocate team.
• Serve as the primary liaison between L1 Support and Engineering.
• Identify recurring issues and propose fixes or automation tools.

Director of Customer Success

Senior Site Reliability Engineer

Design System Specialist

Senior Back End Engineer

Support Engineer, L2