Tier 2 Support Engineer, Voxel

• This role is ideal for a technically strong engineer who enjoys solving ambiguous problems, communicates clearly with customers, and wants to work at the cutting edge of AI-powered computer vision
• 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

Desirable

• As a Tier 2 Support Engineer at Voxel, you will be the critical second line of defense for our enterprise customers, owning complex technical issues that require deeper investigation beyond front-line support
• You'll work directly with customers, internal CS teams, and engineering to diagnose problems, drive resolution, and ensure a seamless platform experience across diverse deployment environments
• 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
• Join a visionary team revolutionizing safety and operations, directly impacting the well-being of millions of essential workers
• This is your chance to build an extraordinary business and foster a vibrant company culture that demands your absolute best. Alongside AI experts, experienced entrepreneurs, and passionate problem-solvers, you'll play a pivotal role in shaping the company's growth trajectory and market position