Senior Network & AI Escalation Engineer

Rockbot; United States; À distance; USD 60 000 - 75 000; Plein temps

Avantages offerts par ce poste

Equity

Benefits

Résumé du poste

Rockbot is seeking a Network IT Specialist to serve as the technical backbone for escalation, owning advanced support across networking, firewall configuration, hardware, and enterprise environments.

You will help optimize AI-enabled support operations, drive efficient triage, and improve documentation while collaborating with Product, Engineering, Customer Success, and Sales to scale Rockbot's support ecosystem.

Qualifications

• 3+ years in a Tier 2, escalation, or advanced technical support role.
• Experience with enterprise or high-touch environments.
• Strong written and verbal communication skills with both technical and non-technical audiences.

Responsabilités

• Tier 2 escalation & technical resolution across networking, firewall configuration, hardware, and platform issues.
• Enterprise & strategic account support for complex environments.
• AI tooling, support operations & workflow optimization, including Zendesk Co-Pilot.
• Knowledge management & team enablement through playbooks and Help Center content.
• Data, insights & product advocacy to identify improvements and track trends.

Connaissances

TCP/IP

VLANs

Firewall configuration

Connectivity troubleshooting

Zendesk or similar

On-call support

AI tooling awareness

Outils

Zendesk

Description du poste

Rockbot is seeking a Network IT Specialist to serve as the technical backbone for escalation, owning advanced support across networking, firewall configuration, hardware, and enterprise environments.

You will help optimize AI-enabled support operations, drive efficient triage, and improve documentation while collaborating with Product, Engineering, Customer Success, and Sales to scale Rockbot's support ecosystem.