Senior Tier 2 Tech Support & AI Tooling Lead

Rockbot; United States; Remote; USD 68,000 - 84,000; Full time

Job summary

Rockbot is seeking a Tier 2 Technical Support Specialist to serve as the escalation backbone, handling advanced networking, hardware, and enterprise issues. You will own complex cases, drive systemic fixes, and partner with Product, Engineering, and Sales to improve support operations.

The role emphasizes Zendesk-based workflows, AI Co-Pilot adoption, and scalable documentation. On-call coverage and cross-functional collaboration are required, with a focus on driving customer success.

Qualifications

• 3+ years in Tier 2 escalation or advanced technical support in SaaS/IoT/media tech environments.
• Strong networking fundamentals including TCP/IP, VLANs, firewall configuration, and connectivity troubleshooting.
• Experience with Zendesk or similar platforms, including workflow configuration or administration.

Responsibilities

• Own escalated Tier 2 technical cases across networking, firewall configuration, hardware troubleshooting, and platform-level issues.
• Diagnose root cause through systematic troubleshooting in complex customer environments.
• Escalate issues to Product and Engineering with clear reproduction steps and context.
• Identify recurring patterns and surface trends with recommendations.
• Maintain proactive communication with customers and internal teams on status and resolution paths.
• Meet SLA commitments for escalated tickets and identify risks.
• Participate in on-call rotation and after-hours coverage for enterprise escalations.
• Support enterprise and high-touch accounts with technical validation and guidance.
• Partner with Customer Success and Sales to identify technical risks and improve customer health.
• Work with Zendesk AI Co-Pilot and related tooling to optimize support workflows.
• Build and maintain internal troubleshooting guides and playbooks.
• Coach team members through escalated cases and diagnostic thinking.
• Analyze escalation trends and contribute to monthly Support reporting.

Skills

Networking fundamentals

TCP/IP

Firewall configuration

Connectivity troubleshooting

Hardware troubleshooting

Root-cause analysis

Zendesk

Communication

Customer focus

On-call readiness

Tools

Zendesk

Job description

Rockbot is seeking a Tier 2 Technical Support Specialist to serve as the escalation backbone, handling advanced networking, hardware, and enterprise issues. You will own complex cases, drive systemic fixes, and partner with Product, Engineering, and Sales to improve support operations.

The role emphasizes Zendesk-based workflows, AI Co-Pilot adoption, and scalable documentation. On-call coverage and cross-functional collaboration are required, with a focus on driving customer success.