Tier 3 Support Engineer

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

📋 Description

• Take charge of resolving the most intricate, high-severity escalations across Voxel's platform, which includes challenges related to edge hardware, networking, AI inference, and cloud infrastructure.

• Perform root cause analysis at the code, configuration, and infrastructure levels, collaborating closely with Engineering to implement permanent solutions.

• Serve as the primary technical escalation contact for Tier 2, Customer Success, and Solutions Engineering teams.

• Engage directly with enterprise customer IT, security, and engineering representatives during critical incidents, offering clear communication and decisive direction.

• Enhance platform performance by pinpointing systemic failure patterns and advocating for engineering investments that alleviate support demands.

• Establish and uphold advanced troubleshooting frameworks, escalation criteria, and internal knowledge resources for the wider support organization.

• Lead post-incident reviews, ensuring that lessons learned are documented and addressed across teams.

• Participate in on-call rotations for critical escalations and high-priority customer environments.

⛳️ Requirements

• 2 to 4 years of experience in technical support engineering, site reliability engineering, or a senior infrastructure/platform position.

• In-depth knowledge of networking and systems (TCP/IP, routing, firewalls, VPNs, Linux internals, edge/IoT architectures).

• Proficient in reading and navigating source code (Python, Typescript, Go, and SQL) to identify issues and collaborate effectively with engineering teams while submitting PRs to modify configuration files.

• Demonstrated history of owning and resolving high-severity, multi-stakeholder incidents from start to finish.

• Excellent executive communication skills; capable of leading technical discussions with enterprise customers under pressure.

• Experience in creating internal technical documentation, escalation frameworks, or support tools.

🏝️ Benefits

• Extensive / generous health, dental, and vision insurance

• Highly competitive paid parental leave and support system

• Ownership in the business through an Equity Incentive Plan

• Generous paid time off and/or flexible work arrangements

• Daily meals in-office, vibrant company events, team-building

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