Tier 2 Support Engineer
Voxel · Remote · Remote ·
COMPENSATION
$115k – $130k
Listed on the employer's job board (Ashby)
- Tier 2 Support Engineer
- AI & Computer Vision
- Linux & Networking
- Enterprise Customers
- Equity Incentive Plan
As a Tier 2 Support Engineer at Voxel, you serve as the second line of defense for enterprise clients, handling escalated technical challenges that require detailed investigation. You will collaborate with Customer Success and Engineering teams to diagnose problems across diverse deployment environments, ensuring seamless platform performance.
This position suits engineers who enjoy solving ambiguous problems involving edge AI, network infrastructure, and device connectivity while communicating clearly with stakeholders.
What you'll do
- Resolve escalated technical issues from Tier 1 regarding platform, network, and hardware.
- Troubleshoot edge AI platforms including device connectivity and camera configurations.
- Collaborate with Customer Success Managers to manage expectations and ensure timely resolution.
- Reproduce and document bugs, working with Engineering to prioritize root cause fixes.
- Create internal troubleshooting guides and knowledge base articles to improve team efficiency.
- Identify support issue patterns to recommend systemic improvements for platform reliability.
- Participate in on-call rotations to support critical customer environments when needed.
What you'll need
- 3–5 years of experience in technical support, systems engineering, or similar roles.
- Solid understanding of networking fundamentals such as TCP/IP, firewalls, DNS, and DHCP.
- Experience troubleshooting Linux-based systems or IoT devices.
- Strong written and verbal communication skills for technical and non-technical audiences.
- Ability to manage multiple open issues simultaneously with high ownership and follow-through.
- Understanding of advanced engineering systems to debug and route requests by severity.
Nice to have
- Experience supporting AI, computer vision, or video analytics platforms.
- Familiarity with cloud infrastructure like AWS, Azure, or GCP.
- Background in warehouse, logistics, manufacturing, or industrial environments.
- Experience with ticketing and support platforms such as Zendesk, Jira, or ServiceNow.
Stack
- Linux
- IoT
- TCP/IP
- AWS
- Azure
- GCP
- Zendesk
- Jira
- ServiceNow
What you get
- Extensive health, dental, and vision insurance coverage.
- Highly competitive paid parental leave and support system.
- Ownership in the business through an Equity Incentive Plan.
- Generous paid time off and flexible work arrangements.
- 401K retirement plan with HSA options and pre-tax commuter benefits.
- Daily meals in-office and vibrant company events.