Technical Support Operations
Core
Technical backbone for Rockbot's escalation function, solving complex networking, hardware, and connectivity issues while optimizing AI-enabled support operations.
Role type
Senior Tier 2 Technical Support Engineer (Escalations & Operations)
Builds
Scalable support workflows, AI tooling integrations, and systemic fixes for enterprise media technology environments.
Domain
SaaS, IoT, AV, and media technology
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
TCP/IP and VLAN fundamentals, firewall configuration, hardware troubleshooting, root-cause analysis, Zendesk administration, structured problem solving, enterprise account management
Preferred skills
AI-enabled support tooling experience, automation workflow design, data-driven operational improvement
Technologies
Zendesk, Zendesk AI Co-Pilot, networking hardware, media management platforms
Responsibilities
Own escalated Tier 2 technical cases across networking and hardware; diagnose root cause in complex customer environments; partner on rollout and optimization of Zendesk AI Co-Pilot; build and maintain internal troubleshooting guides and playbooks; analyze escalation trends to identify product and operational improvements; serve as technical resource for enterprise and high-touch accounts
Seniority
Senior, hands-on IC
