Tier 2 Support Engineer

About this role

As a Tier 2 Support Engineer at Voxel, you will address complex technical issues for enterprise clients, working to resolve escalated problems that extend beyond initial support. The position demands strong problem-solving skills and excellent communication, ideally suited for those passionate about AI-driven technologies.

What you'll do

• Resolve escalated technical issues from Tier 1 support
• Conduct in-depth troubleshooting of Voxel's edge AI platform
• Collaborate with Customer Success Managers regarding issue status
• Document bugs and work with Engineering to resolve them
• Create and maintain internal troubleshooting guides
• Identify patterns in support issues to enhance platform reliability

What they're looking for

• 3–5 years in technical support or systems engineering
• Understanding of advanced engineering systems
• Knowledge of networking fundamentals (TCP/IP, DNS)
• Experience with Linux-based systems or IoT
• Strong communication skills
• Ability to manage multiple open issues
• Familiarity with troubleshooting AI and video analytics platforms
• Experience with cloud infrastructure (AWS, Azure, GCP)

Benefits

• Comprehensive health, dental, and vision insurance
• Competitive paid parental leave
• Equity Incentive Plan
• Generous paid time off and flexible work arrangements
• Daily meals in-office and company events
• 401K retirement plan and HSA options