Senior Tier 2 Support Engineer — AI Vision & Edge AI

Voxel; United States; Remote; USD 90,000 - 140,000; Full time

Benefits offered by this job

Extensive health, dental, and vision保险

Equity Incentive Plan

Generous paid time off

Flexible work arrangements

Job summary

Voxel is seeking a Tier 2 Support Engineer to own complex issues for enterprise customers, collaborating with Customer Success and Engineering to diagnose problems, drive resolution, and ensure a seamless platform experience across diverse deployments.

You’ll troubleshoot edge AI deployments—device connectivity, camera configurations, network setups, and software behavior—and contribute to internal runbooks, knowledge base articles, and escalation prevention through pattern analysis.

Qualifications

• 3–5 years in a technical support or related customer-facing technical role.
• Understanding of engineering systems to triage requests by severity.
• Strong networking fundamentals: TCP/IP, firewalls, DNS, DHCP.
• Experience troubleshooting Linux-based systems or IoT devices.
• Excellent written and verbal communication for technical and non-technical stakeholders.
• Ability to manage multiple open issues with ownership and follow-through.

Responsibilities

• Own and resolve escalated Tier 1 issues for enterprise customers.
• Perform deep-dive troubleshooting of edge AI platform components.
• Collaborate with Customer Success to communicate status and expectations.
• Reproduce bugs and work with Engineering to prioritize fixes.
• Develop and maintain runbooks and knowledge base articles.
• Identify patterns to improve reliability and deployment quality.
• Participate in on-call rotations as needed.

Skills

Technical support experience

Networking fundamentals

Linux/IoT troubleshooting

Customer-facing communication

On-call / incident handling

Problem solving

Clear written communication

Tools

Zendesk

Jira

ServiceNow

Job description

Voxel is seeking a Tier 2 Support Engineer to own complex issues for enterprise customers, collaborating with Customer Success and Engineering to diagnose problems, drive resolution, and ensure a seamless platform experience across diverse deployments.

You’ll troubleshoot edge AI deployments—device connectivity, camera configurations, network setups, and software behavior—and contribute to internal runbooks, knowledge base articles, and escalation prevention through pattern analysis.