Senior Network & AI-Driven Support Engineer

Coinscapture; Northern (KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Rockbot is seeking a Network IT Specialist to handle escalation and advanced technical support, focusing on networking, hardware, and enterprise environments. You will shape AI-enabled support operations, improve triage, and drive scalable fixes.

You will work closely with the Director of Support and cross-functional teams to optimize systems, documentation, and customer outcomes, while ensuring high-quality service delivery.

Qualifications

• 3+ years in a Tier 2 escalation or advanced technical support role in SaaS/IoT/AV or related environments.
• Strong networking fundamentals including TCP/IP, VLANs, firewall configuration, and connectivity troubleshooting.
• Hands-on experience troubleshooting hardware and device-level issues.
• Experience with Zendesk or similar support platforms, including workflow configuration or administration.
• Excellent written and verbal communication for technical and non-technical audiences.
• Comfortable working in fast-paced environments with shifting priorities and cross-functional collaboration.

Responsibilities

• Own escalated Tier 2 technical cases across networking, firewall configuration, hardware troubleshooting, player setup, connectivity, and platform-level issues.
• Diagnose root causes through systematic troubleshooting in complex environments.
• Escalate issues to Product and Engineering with clear reproduction steps and context.
• Identify recurring hardware or platform failure patterns and surface trends and recommendations.
• Maintain proactive communication with customers and internal stakeholders on status, timelines, and resolution paths.
• Meet SLA commitments for escalated tickets and identify risks.
• Participate in on-call rotation and provide occasional after-hours coverage for enterprise escalations.
• Serve as a technical resource for enterprise and high-touch accounts with complex environments.
• Support pilot and trial customers with technical validation and guidance.
• Collaborate with Customer Success and Sales to identify technical risks and improve customer health.
• Assist in building internal knowledge and escalation playbooks.

Skills

Networking fundamentals

Firewall configuration

Connectivity troubleshooting

Structured problem solving

Customer communication

Zendesk familiarity

Hardware troubleshooting

Tools

Zendesk

Zendesk AI Co-Pilot

Job description

Rockbot is seeking a Network IT Specialist to handle escalation and advanced technical support, focusing on networking, hardware, and enterprise environments. You will shape AI-enabled support operations, improve triage, and drive scalable fixes.

You will work closely with the Director of Support and cross-functional teams to optimize systems, documentation, and customer outcomes, while ensuring high-quality service delivery.