Tier 2 Support Engineer

Job Summary

As a full-time remote Tier 2 Support Engineer, the successful candidate will own and resolve escalated technical issues for enterprise customers, conducting deep-dive troubleshooting on complex platform and network-related problems while collaborating with Customer Success and Engineering teams to ensure a seamless platform experience.

Key responsibilities

• Own and resolve escalated technical issues from Tier 1, acting as the primary point of escalation for complex problems
• Conduct deep-dive troubleshooting across Voxel's edge AI platform, addressing device connectivity and software behavior
• Collaborate with Customer Success Managers to communicate issue status and ensure timely resolution for enterprise accounts

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)
• Experience troubleshooting Linux-based systems or IoT devices
• Understanding of advanced engineering systems and processes for effective issue resolution
• Strong written and verbal communication skills for clear technical explanations to diverse stakeholders