Network IT Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of escalated Tier 2 technical cases involving networking, firewall configurations, hardware troubleshooting, player setups, connectivity issues, and platform-level challenges.

• Identify the root cause through methodical troubleshooting and isolation techniques in complex customer environments.

• Escalate issues to Product and Engineering, providing clear reproduction steps, technical context, impact assessments, and supporting data.

• Recognize patterns of recurring hardware or platform failures and proactively highlight trends and recommendations.

• Maintain proactive communication with customers and internal stakeholders regarding status updates, timelines, and resolution strategies.

• Meet SLA commitments for escalated tickets while proactively identifying and escalating risks.

• Participate in the on-call rotation, offering occasional after-hours, weekend, and holiday support for enterprise escalations.

• Act as a technical resource for enterprise and high-touch accounts.

• Assist pilot and trial customers with technical validation, troubleshooting, and implementation support.

• Collaborate with Customer Success and Sales teams to identify technical risks and enhance customer health.

• Implement, optimize, and manage Zendesk AI Co-Pilot and associated support tools.

• Enhance intelligent triage, agent assistance, automation, self-service, and support data hygiene workflows.

• Develop troubleshooting guides, escalation procedures, operational playbooks, and Help Center content.

• Mentor Tier 1 team members through escalated cases and troubleshooting methodologies.

• Analyze escalation trends and failure patterns to pinpoint potential product and operational improvements.

• Contribute insights and metrics to monthly Support reporting.

• Advocate for customer-impacting fixes through data-driven recommendations.

• Monitor emerging issue clusters to prevent large-scale customer impact.

⛳️ Requirements

• Minimum of 3 years in a Tier 2, escalation, or advanced technical support role within SaaS, IoT, AV, media technology, or similar environments.

• Strong understanding of networking fundamentals, including TCP/IP, VLANs, firewall configuration, and connectivity troubleshooting (required).

• Practical experience in troubleshooting hardware and device-level issues.

• Proficient in structured problem-solving and systematic root-cause analysis.

• Excellent written and verbal communication skills, capable of addressing both technical and non-technical audiences.

• Experience with Zendesk or comparable support platforms, including workflow configuration or administration.

• Comfortable working in fast-paced environments with changing priorities and cross-functional collaboration.

• Experience in supporting enterprise or high-touch customer environments.

• Familiarity with AI-enabled support tools, automation workflows, or Copilot-style systems.

• Strong operational instincts with a history of enhancing documentation, workflows, or support procedures.

• Proven track record of high productivity, quality, and customer satisfaction performance.

• Willingness to provide occasional holiday coverage and on-call responsibilities as needed.

🏝️ Benefits

• Equity

• Benefits for all team members