Tier 2 Support Engineer

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

Who We Are

Industrial labor powers our world and protecting the people who do that work is both a moral imperative and a business advantage. At Voxel, we’re transforming workplace safety and operational efficiency through AI-driven computer vision technology that helps organizations see unseen risks before incidents occur.

Voxel’s platform enables Fortune 500 safety and operations leaders to uncover root causes, drive proactive risk reduction, and make smarter, data-driven decisions. Our Solutions Engineering team ensures customers successfully adopt, deploy, and scale Voxel across complex enterprise environments.

The Role

As a Tier 2 Support Engineer at Voxel, you will be the critical second line of defense for our enterprise customers, owning complex technical issues that require deeper investigation beyond front-line support. You’ll work directly with customers, internal CS teams, and engineering to diagnose problems, drive resolution, and ensure a seamless platform experience across diverse deployment environments.

This role is ideal for a technically strong engineer who enjoys solving ambiguous problems, communicates clearly with customers, and wants to work at the cutting edge of AI-powered computer vision.

What You’ll Do

• Own and resolve escalated technical issues from Tier 1, serving as the primary point of escalation for complex platform, network, and hardware-related problems.

• Conduct deep-dive troubleshooting across Voxel’s edge AI platform, including device connectivity, camera configurations, network infrastructure, and software behavior.

• Collaborate closely with Customer Success Managers to communicate issue status, set expectations, and ensure timely resolution for enterprise accounts.

• Reproduce and document bugs, and work with Engineering and Product to prioritize and resolve root causes.

• Develop and maintain internal troubleshooting guides, runbooks, and knowledge base articles to improve team efficiency and enable Tier 1 deflection.

• Identify patterns in support issues and surface systemic recommendations to improve platform reliability and deployment quality.

• Participate in on-call rotations as needed to support critical customer environments.

What We’re Looking For

Required Qualifications

• 3–5 years of experience in a technical support, systems engineering, or related customer-facing technical role.

• Understanding of advanced engineering systems and processes to help debug and route requests based on severity

• Solid understanding of networking fundamentals (TCP/IP, firewalls, DNS, DHCP).

• Experience troubleshooting Linux-based systems or IoT devices.

• Strong written and verbal communication skills; able to explain technical issues clearly to both technical and non-technical stakeholders.

• Comfortable working across multiple open issues simultaneously with a high degree of ownership and follow-through.

Nice to Have

• Experience supporting AI, computer vision, or video analytics platforms.

• Familiarity with cloud infrastructure (AWS, Azure, or GCP).

• Background in warehouse, logistics, manufacturing, or industrial environments.

• Experience with ticketing and support platforms (Zendesk, Jira, ServiceNow, etc.).

Why Join Us?

Join a visionary team revolutionizing safety and operations, directly impacting the well-being of millions of essential workers. This is your chance to build an extraordinary business and foster a vibrant company culture that demands your absolute best. Alongside AI experts, experienced entrepreneurs, and passionate problem-solvers, you’ll play a pivotal role in shaping the company’s growth trajectory and market position.

Benefits:

• Extensive / generous health, dental, and vision insurance

• Highly competitive paid parental leave and support system

• Ownership in the business through an Equity Incentive Plan

• Generous paid time off and / or flexible work arrangements

• Daily meals in-office, vibrant company events, team-building

• 401K retirement plan, HSA options, pre-tax commuter benefits