Tier 2 Support Engineer

Voxel

Tier 2 Support Engineer at Voxel aiding enterprise clients with AI-driven solutions. Responsible for resolving escalated technical issues and collaborating across teams for seamless platform experience.

Posted 6/10/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $115,000 - $130,000 per yearWebsite

Tech Stack

Tools & technologies

AWSAzureCloudDNSFirewallsGoogle Cloud PlatformIoTLinuxServiceNowTCP/IP

About the role

Key responsibilities & impact

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

What you’ll need

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

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

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingnetworking fundamentalsLinux-based systemsIoT devicesAI platformscomputer visionvideo analyticscloud infrastructureTCP/IPfirewalls

Soft Skills

written communicationverbal communicationproblem-solvingownershipfollow-throughcollaborationcustomer-facingexpectation managementpattern identificationdocumentation