Tier 2 Tech Support Engineer — Enterprise & AI Ops

Megalojobs; Northern (KY); Hybrid; USD 68,000 - 84,000; Full time

Job summary

Rockbot is an omnichannel media platform committed to elevating customer and employee experiences while fostering stronger connections in real-world spaces. Rockbot addresses challenges businesses face in media management with integrated solutions spanning music, TV, digital signage, and advertising.

As the Tier 2 Technical Support Specialist, you’ll own the most advanced support scenarios across networking, hardware, and enterprise environments, partnering with Product, Engineering, Customer

Qualifications

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

Responsibilities

• Own escalated Tier 2 technical cases across networking, firewall configuration, hardware troubleshooting, player setup, connectivity failures, and platform-level issues.
• Diagnose root cause through systematic troubleshooting and isolation techniques in complex customer environments.
• Escalate issues to Product and Engineering with clear reproduction steps, technical context, impact assessment, and supporting data.
• Identify recurring hardware or platform failure patterns and surface trends and recommendations.
• Maintain clear, proactive communication with customers and internal stakeholders on status, timelines, and resolution paths.
• Meet SLA commitments for escalated tickets and identify risks; participate in on-call rotation and after-hours coverage.

Skills

Networking fundamentals

TCP/IP

VLANs

Firewall configuration

Connectivity troubleshooting

Zendesk or similar

On-call experience

Enterprise support

Tools

Zendesk

Job description

Rockbot is an omnichannel media platform committed to elevating customer and employee experiences while fostering stronger connections in real-world spaces. Rockbot addresses challenges businesses face in media management with integrated solutions spanning music, TV, digital signage, and advertising.

As the Tier 2 Technical Support Specialist, you’ll own the most advanced support scenarios across networking, hardware, and enterprise environments, partnering with Product, Engineering, Customer