Tier 2 Support Engineer

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

📋 Description

• Take charge of and resolve escalated technical issues from Tier 1, acting as the main point of escalation for intricate platform, network, and hardware-related challenges.

• Perform in-depth troubleshooting across Voxel's edge AI platform, focusing on device connectivity, camera settings, network infrastructure, and software functionality.

• Work in close collaboration with Customer Success Managers to relay issue status, manage expectations, and ensure prompt resolution for enterprise clients.

• Reproduce and document bugs, collaborating with Engineering and Product teams to prioritize and address root causes effectively.

• Create and maintain internal troubleshooting guides, runbooks, and knowledge base articles to enhance team efficiency and facilitate Tier 1 deflection.

• Detect patterns in support issues and propose systemic recommendations to enhance platform reliability and deployment quality.

• Engage in on-call rotations as necessary to support critical customer environments.

⛳️ Requirements

• 3–5 years of experience in a technical support, systems engineering, or similar customer-facing technical position.

• Comprehension of advanced engineering systems and processes to assist in debugging and routing requests based on their severity.

• Strong understanding of networking principles (TCP/IP, firewalls, DNS, DHCP).

• Experience in troubleshooting Linux-based systems or IoT devices.

• Excellent written and verbal communication skills; capable of articulating technical issues clearly to both technical and non-technical audiences.

• Ability to manage multiple open issues simultaneously with a high level of ownership and follow-through.

• Nice to Have

• Experience in supporting AI, computer vision, or video analytics platforms.

• Familiarity with cloud infrastructure (AWS, Azure, or GCP).

• Background in warehouse, logistics, manufacturing, or industrial settings.

• Experience with ticketing and support platforms (Zendesk, Jira, ServiceNow, etc.).

🏝️ Benefits

• Extensive and generous health, dental, and vision insurance.

• Highly competitive paid parental leave and supportive system.

• Ownership in the company through an Equity Incentive Plan.

• Generous paid time off and/or flexible work arrangements.

• Daily meals in-office, lively company events, and team-building activities.

• 401K retirement plan, HSA options, and pre-tax commuter benefits.