Tier 2 Tech Support Engineer – AI-Driven Ops (Enterprise)

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

Benefits offered by this job

Equity

Benefits

Job summary

Rockbot seeks a Tier 2 Technical Support Specialist to own advanced escalation cases across networking, hardware, and enterprise environments, and to help evolve AI-enabled support operations. You'll collaborate with Product, Engineering, Customer Success, and Sales, contribute to Zendesk AI Co-Pilot rollout, optimize triage and self-service, and build scalable processes.

The role emphasizes systems thinking, strong customer instincts, and willingness to work on-call coverage in a fast-paced

Qualifications

• 3+ years in Tier 2 or advanced technical support roles within SaaS, IoT, AV, or related environments.
• Strong networking fundamentals, including TCP/IP, VLANs, firewall configuration, and connectivity troubleshooting.
• Hands-on experience troubleshooting hardware and device-level issues.
• Experience with Zendesk or similar support platforms, including workflow configuration or administration.
• Comfortable operating in fast-paced environments with shifting priorities and cross-functional collaboration.
• Experience supporting enterprise or high-touch customer environments.
• Exposure to AI-enabled support tooling or Copilot-style systems.
• Strong documentation and process-improvement mindset.

Responsibilities

• Tier 2 Escalation & Technical Resolution across networking, firewall configuration, hardware, and platform issues.
• Diagnose root causes through systematic troubleshooting in complex customer environments.
• Escalate issues with clear steps, context, and data to Product and Engineering.
• Identify recurring failure patterns and surface trends and recommendations.
• Maintain proactive communication with customers and stakeholders on status and resolution paths.

Skills

Networking basics

Troubleshooting hardware

Customer communication

Zendesk workflows

On-call readiness

AI tooling familiarity

Tools

Zendesk

Copilot tooling

Job description

Rockbot seeks a Tier 2 Technical Support Specialist to own advanced escalation cases across networking, hardware, and enterprise environments, and to help evolve AI-enabled support operations. You'll collaborate with Product, Engineering, Customer Success, and Sales, contribute to Zendesk AI Co-Pilot rollout, optimize triage and self-service, and build scalable processes.

The role emphasizes systems thinking, strong customer instincts, and willingness to work on-call coverage in a fast-paced