Network IT Specialist

🕒 May 30

🇺🇸 United States – Remote

💵 $70k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

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Rockbot

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded in 2010, Rockbot empowers businesses to maximize their in-location experience through media. Offering Music, TV, and Digital Signage through an acclaimed single platform solution, Rockbot enables the world's largest companies, and thousands of SMBs, to deliver the best in-location experience, simpler.

📋 Description

• 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 clear, proactive communication with customers and internal stakeholders on status, timelines, and resolution paths • Meet SLA commitments for escalated tickets while proactively identifying and escalating risks • Participate in on-call rotation and provide occasional after-hours or weekend coverage for enterprise escalations • Serve as a technical resource for enterprise and high-touch accounts with complex or customized environments • Support pilot and trial customers through technical validation, troubleshooting, and implementation guidance • Partner on the rollout, optimization, and administration of Zendesk AI Co-Pilot and related support tooling • Improve workflows related to intelligent triage, agent assist, automation, self-service, and support data hygiene • Build and maintain internal troubleshooting guides, escalation procedures, and operational playbooks • Author and improve Help Center content focused on high-volume technical issues • Analyze escalation trends, technical themes, and failure patterns to identify product and operational improvement opportunities.

🎯 Requirements

• 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 • 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.

🏖️ Benefits

• equity • benefits for all team members