Tier 3 Support Engineer

Remotedxb; Dubai; On-site; AED 250,000 - 450,000; Full time

Benefits offered by this job

Health insurance

Parental leave

Equity incentives

Paid time off

Flexible work arrangements

Job summary

Voxel is seeking an experienced technical support/SRE professional in Dubai to own high‑severity incident resolutions, perform in-depth root cause analysis, and serve as the main escalation point across global teams. You will interface with enterprise IT and engineering stakeholders during critical incidents and help drive platform reliability and proactive improvements.

The role emphasizes strong communication, incident management, and the ability to document and share knowledge through robust

Qualifications

• 2–4 years of experience in technical support engineering, SRE, or senior infrastructure/platform roles.
• Deep expertise in networking and systems (TCP/IP, routing, firewalls, VPNs, Linux internals, edge/IoT architectures).
• Ability to read and navigate source code (Python, Typescript, Go, and SQL).
• Proven track record of resolving high‑severity, multi‑stakeholder incidents end‑to‑end.
• Strong executive communication skills for leading technical bridges under pressure.
• Experience building internal technical documentation or support tooling.

Responsibilities

• Own resolution of complex, high-severity escalations across edge hardware, networking, AI inference, and cloud infrastructure.
• Conduct root cause analysis at the code, configuration, and infrastructure level.
• Act as the authoritative technical escalation point for Tier 2, Customer Success, and Solutions Engineering teams.
• Interface directly with enterprise customer IT, security, and engineering stakeholders during critical incidents.
• Contribute to platform improvements by identifying systemic failure patterns.
• Define and maintain advanced troubleshooting frameworks and internal knowledge resources.
• Participate in on‑call rotations for critical escalations.

Skills

Networking

SRE

Infrastructure

Python

Typescript

Go

SQL

Incident management

Communication

Documentation

On-call

Tools

Datadog

Grafana

AWS

Azure

Job description

About the Company

Voxel is transforming workplace safety and operational efficiency through AI-driven computer vision technology. Their platform enables Fortune 500 safety and operations leaders to uncover root causes and drive proactive risk reduction.

Responsibilities

• Own resolution of complex, high-severity escalations across edge hardware, networking, AI inference, and cloud infrastructure
• Conduct root cause analysis at the code, configuration, and infrastructure level
• Act as the authoritative technical escalation point for Tier 2, Customer Success, and Solutions Engineering teams
• Interface directly with enterprise customer IT, security, and engineering stakeholders during critical incidents
• Contribute to platform improvements by identifying systemic failure patterns
• Define and maintain advanced troubleshooting frameworks and internal knowledge resources
• Participate in on‑call rotations for critical escalations

Requirements

• 2-4 years of experience in technical support engineering, SRE, or senior infrastructure/platform roles
• Deep expertise in networking and systems (TCP/IP, routing, firewalls, VPNs, Linux internals, edge/IoT architectures)
• Ability to read and navigate source code (Python, Typescript, Go, and SQL)
• Proven track record of resolving high‑severity, multi‑stakeholder incidents end‑to‑end
• Strong executive communication skills for leading technical bridges under pressure
• Experience building internal technical documentation or support tooling

Preferred Qualifications

• Hands‑on experience with AI/ML inference pipelines or computer vision systems
• Familiarity with cloud infrastructure and observability tooling (AWS, Azure, GCP, Datadog, Grafana)
• Background in warehouse, logistics, manufacturing, or industrial environments
• Relevant certifications such as Network+, Security+, or AWS Cloud Practitioner

Benefits

• Generous health, dental, and vision insurance
• Competitive paid parental leave
• Equity Incentive Plan
• Generous paid time off and flexible work arrangements
• 401K retirement plan and HSA options