Tier 3 Support Engineer

🕒 Junho 10

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $125.000 - $150.000 / ano

⏰ Tempo Integral

🟢 Júnior

🟡 Pleno

📞 Engenheiro de Suporte

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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 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. • Act as the authoritative technical escalation point for Tier 2, Customer Success, and Solutions Engineering teams. • 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.

🎯 Requisitos

• 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.

🏖️ 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