Senior Network & AI-Driven Support Engineer

Rockbot; United States; Remote; USD 60,000 - 75,000; Full time

Job summary

Rockbot is seeking a Network IT Specialist to act as the technical backbone for the escalation function, owning advanced networking, firewall, hardware, and enterprise support problems.

You will collaborate with Product, Engineering, Customer Success, and Sales to optimize AI-enabled support operations and scalable workflows, while maintaining strong customer communication and SLA adherence.

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.
• Excellent written and verbal communication with technical and non-technical audiences.
• 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 surface trends and recommendations.
• Maintain clear, proactive communication with customers and internal stakeholders on status, timelines, and resolution paths.
• Meet SLA commitments for escalated tickets and identify risks early.
• Participate in on-call rotation and provide occasional after-hours, weekend, and holiday coverage for enterprise escalations.
• Serve as a technical resource for enterprise and high-touch accounts with complex environments.
• Support pilot and trial customers through technical validation and guidance.
• Partner with Customer Success and Sales to identify technical risks and improve customer health.
• Partner on rollout and optimization of Zendesk AI Co-Pilot and related tooling.

Skills

Tier 2 escalation experience

Networking fundamentals (TCP/IP, VLANs

Customer-facing communication

Zendesk or similar platforms

On-call / after-hours coverage

Problem solving / root-cause analysis

Tools

Zendesk AI Co-Pilot tooling

Ticketing systems

Job description

Rockbot is seeking a Network IT Specialist to act as the technical backbone for the escalation function, owning advanced networking, firewall, hardware, and enterprise support problems.

You will collaborate with Product, Engineering, Customer Success, and Sales to optimize AI-enabled support operations and scalable workflows, while maintaining strong customer communication and SLA adherence.