Tier 2 Support Engineer

What You'll Do

• 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

• 3–5 years of experience in a technical support, systems engineering, or related customer-facing technical role.
• Solid understanding of networking fundamentals (TCP/IP, firewalls, DNS, DHCP).
• 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 Experience

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

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.

Compensation Range

$115K - $130K