Tier 3 Support Engineer

🔥 21 hours ago

🇺🇸 United States – Remote

💵 $125k - $150k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 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 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.

🎯 Requirements

• 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.

🏖️ 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