Network IT Specialist

🕒 3 dias atrás

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $60.000 - $75.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

💻 Suporte de TI

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Rockbot

SiteLinkedInTodas as Vagas

51 - 200 funcionários

📱 Mídia

Media

Fundada em 2010, a Rockbot capacita empresas a maximizar sua experiência local através de mídia. Oferecendo música, TV e sinalização digital através de uma aclamada solução de plataforma única, a Rockbot permite que as maiores empresas do mundo e milhares de pequenas e médias empresas entreguem a melhor experiência local, de forma mais simples.

Descrição

• Own escalated Tier 2 technical cases across networking, firewall configuration, hardware troubleshooting, player setup, connectivity failures, and platform-level issues • Diagnose root cause through systematic troubleshooting and isolation techniques in complex customer environments • Escalate issues to Product and Engineering with clear reproduction steps, technical context, impact assessment, and supporting data • Identify recurring hardware or platform failure patterns and proactively surface trends and recommendations • Maintain proactive communication with customers and internal stakeholders on status, timelines, and resolution paths • Meet SLA commitments for escalated tickets and proactively identify and escalate risks • Participate in on-call rotation and provide occasional after-hours, weekend, and holiday coverage for enterprise escalations • Serve as a technical resource for enterprise and high-touch accounts • Support pilot and trial customers through technical validation, troubleshooting, and implementation guidance • Partner with Customer Success and Sales to identify technical risks and improve customer health • Roll out, optimize, and administer Zendesk AI Co-Pilot and related support tooling • Improve intelligent triage, agent assist, automation, self-service, and support data hygiene workflows • Build troubleshooting guides, escalation procedures, operational playbooks, and Help Center content • Coach Tier 1 team members through escalated cases and troubleshooting methodology • Analyze escalation trends and failure patterns to identify product and operational improvements • Contribute insights and metrics to monthly Support reporting • Advocate for customer-impacting fixes using data-driven recommendations • Monitor emerging issue clusters before large-scale customer impact

🎯 Requisitos

• 3+ years in a Tier 2, escalation, or advanced technical support role within SaaS, IoT, AV, media technology, or related environments • Strong networking fundamentals, including TCP/IP, VLANs, firewall configuration, and connectivity troubleshooting (required) • Hands-on experience troubleshooting hardware and device-level issues • Skilled at structured problem solving and systematic root-cause analysis • Strong written and verbal communication skills with both technical and non-technical audiences • Experience with Zendesk or similar support platforms, including workflow configuration or administration • Comfortable operating in fast-paced environments with shifting priorities and cross-functional collaboration • Experience supporting enterprise or high-touch customer environments • Exposure to AI-enabled support tooling, automation workflows, or Copilot-style systems • Strong operational instincts with experience improving documentation, workflows, or support processes • Consistent track record of strong productivity, quality, and customer satisfaction performance • Occasional holiday coverage and on-call responsibilities are required

🏖️ Benefícios

• Equity • Benefits for all team members