Tier 2 Support Engineer
About The Position
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.
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.
Nice To Haves
- 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.).
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.
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
