Tier 2 Support Engineer

🕒 Junho 10

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $115.000 - $130.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

📞 Engenheiro de Suporte

🦅 Patrocina Visto H1B

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Voxel

SiteLinkedInTodas as Vagas

11 - 50 funcionários

🍽️ Alimentos e Bebidas

🏭 Manufatura

💼 Consultoria

Food & Beverage • Manufacturing • Consulting

A Voxel é uma empresa que oferece uma plataforma de inteligência de site voltada para melhorar a segurança e a eficiência operacional em indústrias como alimentícia e de bebidas, supermercados e varejo, logística e cadeia de suprimentos, manufatura e portos e alfândegas. Ao fornecer insights e inteligência acionável, a Voxel capacita líderes de segurança e operações a tomarem decisões estratégicas. A plataforma foca em proteger a força de trabalho e acelerar o desempenho operacional, enfatizando segurança e visibilidade estratégica.

Descrição

• 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.

🎯 Requisitos

• 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 Have • 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.).

🏖️ Benefícios

• 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