Network IT Specialist

Rockbot

Technical support role diagnosing complex networking and hardware issues at Rockbot. Collaborating with cross-functional teams to enhance support operations and client experience.

Posted 5/30/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $70,000 - $100,000 per yearWebsite

Tech Stack

Tools & technologies

IoTTCP/IP

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

equity
benefits for all team members

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

networkingfirewall configurationhardware troubleshootingTCP/IPVLANsconnectivity troubleshootingstructured problem solvingroot-cause analysistechnical validationautomation workflows

Soft Skills

written communicationverbal communicationcross-functional collaborationoperational instinctscustomer satisfactionproactive communicationproblem-solvingadaptabilityproductivityquality focus