Remote Tier 2 Tech Support — Networking & AI Ops

Coinscapture; Northern (KY); Hybrid; USD 68,000 - 84,000; Full time

Job summary

Rockbot is seeking a Tier 2 Technical Support Specialist to own escalated technical cases and drive complex issue resolution across networking, hardware, and enterprise environments. You will shape AI-enabled support tooling and optimize workflows, triage, self-service, and data quality while collaborating with Product, Engineering, and Customer Success teams.

The role emphasizes systemic problem solving, documentation improvements, and proactive risk management, with on-call coverage for

Qualifications

• 3+ years in a Tier 2, escalation, or advanced technical support role within SaaS, IoT, AV, media technology, or related environments.
• Strong networking fundamentals, including TCP/IP, VLANs, firewall configuration, and connectivity troubleshooting (required).
• Hands-on experience troubleshooting hardware and device-level issues.
• Skilled at structured problem solving and systematic root-cause analysis.
• Experience with Zendesk or similar support platforms, including workflow configuration or administration.

Responsibilities

• Own escalated Tier 2 technical cases across networking, firewall configuration, hardware troubleshooting, player setup, connectivity failures, and platform-level issues.
• Diagnose root cause through systematic troubleshooting and isolation techniques in complex customer environments.
• Escalate issues to Product and Engineering with clear reproduction steps, technical context, impact assessment, and supporting data.
• Identify recurring hardware or platform failure patterns and proactively surface trends and recommendations.
• Maintain clear, proactive communication with customers and internal stakeholders on status, timelines, and resolution paths.

Skills

Networking fundamentals

TCP/IP

VLANs

Firewall configuration

Connectivity troubleshooting

Zendesk experience

Structured problem solving

Communication skills

Tools

Zendesk

AI tooling

Automation workflows

Job description

Rockbot is seeking a Tier 2 Technical Support Specialist to own escalated technical cases and drive complex issue resolution across networking, hardware, and enterprise environments. You will shape AI-enabled support tooling and optimize workflows, triage, self-service, and data quality while collaborating with Product, Engineering, and Customer Success teams.

The role emphasizes systemic problem solving, documentation improvements, and proactive risk management, with on-call coverage for