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Tech Stack
Tools & technologiesCloudFirewallsGoIoTLinuxPythonSQLTCP/IPTypeScript
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
networkingsystemsTCP/IProutingfirewallsVPNsLinux internalsPythonTypescriptGo
Soft Skills
executive communicationleadershipproblem-solvingcollaborationdecisive guidancedocumentationroot cause analysiscritical incident managementadvocacyon-call support