Tier 2 Support Engineer

We need to output HTML fragment with sections: About the role? Actually we have "Who We Are" and "The Role" and "What You'll Do", "Required Qualifications", "Nice to Have", "Why Join Us?", "Benefits", "Compensation Range". According to rules: Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We should map sections accordingly. We must not repeat job title as heading. No Job ID etc. Remove boilerplate. We need to include sections only when posting has real specific content. So we can have sections: About the company? Not listed as heading but we could use "About the role"? Actually "Who We Are" is about company. Could map to "About the role"? Not exactly. Maybe we can use "About the role" for description of role. But we have "The Role" heading. Could use that as section heading. Use

The Role

. Then "What You'll Do" -> Responsibilities. "Required Qualifications" -> Requirements or Qualifications. Use

Requirements

maybe. "Nice to Have" -> Skills? Could be Skills. "Why Join Us?" maybe not needed but could be omitted if not specific? It's somewhat generic but still content. Could include as "Why Join Us?" but not in list of allowed headings? The list includes Benefits, Pay, Schedule. Not "Why Join Us?" but we could still include as a section? The instruction: Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It says e.g., not exclusive. So we can use other headings if appropriate. But better to stick to those categories. "Why Join Us?" could be considered "Benefits"? Not exactly. Could omit. We have Benefits section: list benefits. Compensation Range: Pay. Thus sections: About the role (maybe combine Who We Are + The Role?), Responsibilities, Requirements, Skills, Benefits, Pay. We need to preserve all substantive information. Let's extract content. Who We Are paragraph: "Industrial labor powers our world and protecting the people who do that work is both a moral imperative and a business advantage. At Voxel, we're transforming workplace safety and operational efficiency through AI-driven computer vision technology that helps organizations see unseen risks before incidents occur. Voxel's platform enables Fortune 500 safety and operations leaders to uncover root causes, drive proactive risk reduction, and make smarter, data-driven decisions. Our Solutions Engineering team ensures customers successfully adopt, deploy, and scale Voxel across complex enterprise environments." The Role paragraph: "As a Tier 2 Support Engineer at Voxel, you will be the critical second line of defense for our enterprise customers, owning complex technical issues that require deeper investigation beyond front-line support. You'll work directly with customers, internal CS teams, and engineering to diagnose problems, drive resolution, and ensure a seamless platform experience across diverse deployment environments. This role is ideal for a technically strong engineer who enjoys solving ambiguous problems, communicates clearly with customers, and wants to work at the cutting edge of AI-powered computer vision." What You'll Do bullet list (converted to

• ): - Own and resolve escalated technical issues from Tier 1, serving as the primary point of escalation for complex platform, network, and hardware-related problems. - Conduct deep-dive troubleshooting across Voxel's edge AI platform, including device connectivity, camera configurations, network infrastructure, and software behavior. - Collaborate closely with Customer Success Managers to communicate issue status, set expectations, and ensure timely resolution for enterprise accounts. - Reproduce and document bugs, and work with Engineering and Product to prioritize and resolve root causes. - Develop and maintain internal troubleshooting guides, runbooks, and knowledge base articles to improve team efficiency and enable Tier 1 deflection. - Identify patterns in support issues and surface systemic recommendations to improve platform reliability and deployment quality. - Participate in on-call rotations as needed to support critical customer environments. Required Qualifications bullet list: - 3–5 years of experience in a technical support, systems engineering, or related customer-facing technical role. - Understanding of advanced engineering systems and processes to help debug and route requests based on severity - Solid understanding of networking fundamentals (TCP/IP, firewalls, DNS, DHCP). - Experience troubleshooting Linux-based systems or IoT devices. - Strong written and verbal communication skills; able to explain technical issues clearly to both technical and non-technical stakeholders. - Comfortable working across multiple open issues simultaneously with a high degree of ownership and follow-through. Nice to Have bullet list: - Experience supporting AI, computer vision, or video analytics platforms. - Familiarity with cloud infrastructure (AWS, Azure, or GCP). - Background in warehouse, logistics, manufacturing, or industrial environments. - Experience with ticketing and support platforms (Zendesk, Jira, ServiceNow, etc.). Why Join Us? paragraph: "Join a visionary team revolutionizing safety and operations, directly impacting the well-being of millions of essential workers. This is your chance to build an extraordinary business and foster a vibrant company culture that demands your absolute best. Alongside AI experts, experienced entrepreneurs, and passionate problem-solvers, you'll play a pivotal role in shaping the company's growth trajectory and market position." Benefits bullet list: - 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 Compensation Range: "$115K - $130K" Now produce HTML. We need headings: maybe

  About the Role

  containing Who We Are + The Role? Could split:

  About the Company

  and

  The Role

  . But instructions: Use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can use About the role for description of role and company. Let's put About the role containing both Who We Are and The Role paragraphs. Then Responsibilities (

  Responsibilities

  ) with What You'll Do list. Then Requirements (

  Requirements

  ) with Required Qualifications list. Then Skills (

  Skills

  ) with Nice to Have list. Then Benefits (

  Benefits

  ) with list. Then Pay (

  Pay

  ) with compensation range. We could also include Why Join Us? maybe as a separate section but not required. Might be okay to omit as it's somewhat generic but still substantive. However instruction: Prefer a few substantive sections over many thin ones. Could incorporate Why Join Us? into About the role or Benefits? Probably better to include as a separate section "Why Join Us?" but not in the list; but it's okay to add extra headings? The instruction says use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but suggests those as examples. Safer to stick to those. Thus we omit Why Join Us? maybe incorporate into About the role? Could add a paragraph after The Role about why join us. But that would be adding content not originally under that heading? It's still part of posting. We could include it as a paragraph under About the role after the role description. That preserves content. Thus About the role section will contain Who We Are paragraph, The Role paragraph, and Why Join Us? paragraph. Now produce HTML. Make sure no extra markdown fences. Let's craft:

  About the role

  Industrial labor powers our world and protecting the people who do that work is both a moral imperative and a business advantage. At Voxel, we're transforming workplace safety and operational efficiency through AI-driven computer vision technology that helps organizations see unseen risks before incidents occur. Voxel's platform enables Fortune 500 safety and operations leaders to uncover root causes, drive proactive risk reduction, and make smarter, data-driven decisions. Our Solutions Engineering team ensures customers successfully adopt, deploy, and scale Voxel across complex enterprise environments.

  As a Tier 2 Support Engineer at Voxel, you will be the critical second line of defense for our enterprise customers, owning complex technical issues that require deeper investigation beyond front-line support. You'll work directly with customers, internal CS teams, and engineering to diagnose problems, drive resolution, and ensure a seamless platform experience across diverse deployment environments. This role is ideal for a technically strong engineer who enjoys solving ambiguous problems, communicates clearly with customers, and wants to work at the cutting edge of AI-powered computer vision.

  Join a visionary team revolutionizing safety and operations, directly impacting the well-being of millions of essential workers. This is your chance to build an extraordinary business and foster a vibrant company culture that demands your absolute best. Alongside AI experts, experienced entrepreneurs, and passionate problem-solvers, you'll play a pivotal role in shaping the company's growth trajectory and market position.

  Then Responsibilities:

  Responsibilities

  • Own and resolve escalated technical issues from Tier 1, serving as the primary point of escalation for complex platform, network, and hardware-related problems.
  • Conduct deep-dive troubleshooting across Voxel's edge AI platform, including device connectivity, camera configurations, network infrastructure, and software behavior.
  • Collaborate closely with Customer Success Managers to communicate issue status, set expectations, and ensure timely resolution for enterprise accounts.
  • Reproduce and document bugs, and work with Engineering and Product to prioritize and resolve root causes.
  • Develop and maintain internal troubleshooting guides, runbooks, and knowledge base articles to improve team efficiency and enable Tier 1 deflection.
  • Identify patterns in support issues and surface systemic recommendations to improve platform reliability and deployment quality.
  • Participate in on-call rotations as needed to support critical customer environments.
  Requirements:

  Requirements

  • 3–5 years of experience in a technical support, systems engineering, or related customer-facing technical role.
  • Understanding of advanced engineering systems and processes to help debug and route requests based on severity
  • Solid understanding of networking fundamentals (TCP/IP, firewalls, DNS, DHCP).
  • Experience troubleshooting Linux-based systems or IoT devices.
  • Strong written and verbal communication skills; able to explain technical issues clearly to both technical and non-technical stakeholders.
  • Comfortable working across multiple open issues simultaneously with a high degree of ownership and follow-through.
  Skills:

  Skills

  • Experience supporting AI, computer vision, or video analytics platforms.
  • Familiarity with cloud infrastructure (AWS, Azure, or GCP).
  • Background in warehouse, logistics, manufacturing, or industrial environments.
  • Experience with ticketing and support platforms (Zendesk, Jira, ServiceNow, etc.).
  Benefits:

  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
  Pay:

  Pay