Senior Tier 2 Tech Support Engineer - Enterprise & AI Ops

Rockbot; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Rockbot is seeking a Tier 2 Technical Support Specialist to be the technical backbone of our escalation function, handling complex issues and durable, systemic fixes.

You’ll own advanced escalation scenarios across networking, firewall configuration, hardware, and enterprise environments while partnering with Product, Engineering, Customer Success, and Sales to optimize AI-enabled support operations and drive scalable improvements.

Qualifications

• Strong analytical and troubleshooting skills
• Experience with enterprise IT environments desirable
• Customer-focused mindset and excellent communication

Responsibilities

• Tier 2 escalation resolution across networking, hardware, and platform issues
• Diagnose root causes and provide clear reproduction steps and context
• Collaborate with Product, Engineering, Customer Success, and Sales to improve systems and processes
• Participate in on-call coverage for enterprise escalations

Job description

Rockbot is seeking a Tier 2 Technical Support Specialist to be the technical backbone of our escalation function, handling complex issues and durable, systemic fixes.

You’ll own advanced escalation scenarios across networking, firewall configuration, hardware, and enterprise environments while partnering with Product, Engineering, Customer Success, and Sales to optimize AI-enabled support operations and drive scalable improvements.