Tier 3 Support Engineer

About the role

The Role As a Tier 3 Support Engineer at Voxel, you are the deepest technical escalation point in our support organization, the last line of defense before Engineering. You will own the most complex, high-severity issues across our platform, working at the code and infrastructure level to diagnose root causes and drive permanent fixes. You'll serve as a critical bridge between Support, Engineering, and Product, influencing how we build for reliability and scale. This role is built for a seasoned engineer who combines deep technical expertise with strong customer instincts and a passion for solving problems others can't.

Responsibilities

• Own resolution of the most complex, high-severity escalations across Voxel's platform, including issues spanning edge hardware, networking, AI inference, and cloud infrastructure.
• Conduct root cause analysis at the code, configuration, and infrastructure level, partnering directly with Engineering to drive permanent fixes.
• Interface directly with enterprise customer IT, security, and engineering stakeholders during critical incidents, providing clear communication and decisive guidance.
• Contribute to platform improvements by identifying systemic failure patterns and advocating for engineering investments that reduce support burden.
• Define and maintain advanced troubleshooting frameworks, escalation criteria, and internal knowledge resources for the broader support organization.
• Drive post-incident reviews and ensure learnings are documented and acted upon across teams.
• Participate in on-call rotations for critical escalations and high-priority customer environments.

Requirements

• 2- 4 years of experience in technical support engineering, site reliability engineering, or a senior infrastructure/platform role.
• Deep expertise in networking and systems (TCP/IP, routing, firewalls, VPNs, Linux internals, edge/IoT architectures).
• Ability to read and navigate source code (Python, Typescript, Go, and SQL) to diagnose issues and collaborate effectively with engineering teams and push PRs to edit configuration files.
• Proven track record of owning and resolving high-severity, multi-stakeholder incidents end-to-end.
• Strong executive communication skills; able to lead technical bridges with enterprise customers under pressure.
• Experience building internal technical documentation, escalation frameworks, or support tooling.

Qualifications

• Hands-on experience with AI/ML inference pipelines, computer vision systems, or video analytics platforms (nice to have).
• Familiarity with cloud infrastructure and observability tooling (AWS/Azure/GCP, Datadog, Grafana, etc.) (nice to have).
• Background in warehouse, logistics, manufacturing, or industrial environments (nice to have).
• Relevant certifications (Network+, Security+, AWS Cloud Practitioner) (nice to have).