Tier 2 Support Engineer

🕒 4 days ago

🇺🇸 United States – Remote

💵 $115k - $130k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Voxel

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏢 Enterprise

🔐 Security

Enterprise • Security • Logistics

Voxel is a company that provides a site intelligence platform aimed at enhancing safety and operational efficiency for industries such as food and beverage, grocery and retail, logistics and supply chain, manufacturing, and ports and customs. By offering insights and actionable intelligence, Voxel empowers safety and operations leaders to make strategic decisions. The platform focuses on protecting the workforce and accelerating operational performance, emphasizing security and strategic visibility.

📋 Description

• 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.

🎯 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 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.).

🏖️ 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