Tier 2 Technical Support Specialist

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

As the Tier 2 Technical Support Specialist at Rockbot, you'll serve as the technical backbone of Rockbot's escalation function - the person the team turns to when issues are complex, environments are nuanced, or recurring problems require durable, systemic solutions.

This is a deeply hands-on technical support role for someone who enjoys solving hard problems, improving systems, and making the entire support organization stronger over time.

You'll own Rockbot's most advanced support scenarios across networking, firewall configuration, hardware, player setup, connectivity, and enterprise environments while also serving as a key partner in evolving our AI-enabled support operations.

With the rollout of Zendesk AI Co-Pilot and related automation tooling, you'll help optimize how support operates at scale - improving triage, workflows, agent efficiency, self-service experiences, and data quality.

Just as importantly, you'll help close the loop: identifying patterns, improving documentation, influencing product and operational improvements, and reducing future support volume through scalable fixes.

The ideal candidate combines deep technical troubleshooting skills with systems thinking, operational maturity, and strong customer instincts. You'll partner closely with the Director of Support and cross-functional teams in Product, Engineering, Customer Success, and Sales, bringing a practitioner's perspective to configuring and optimizing the systems the team relies on.

What You'll Do

Tier 2 Escalation Technical Resolution

• 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 proactively 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 while proactively identifying and escalating risks
• Participate in on-call rotation and provide occasional after-hours, weekend, and holiday coverage for enterprise escalations

Enterprise Strategic Account Support

• Serve as a technical resource for enterprise and high-touch accounts with complex or customized environments
• Support pilot and trial customers through technical validation, troubleshooting, and implementation guidance
• Participate in customer calls, Slack channels, and cross-functional account reviews as needed
• Partner with Customer Success and Sales to proactively identify technical risks and improve customer health

AI Tooling, Support Operations Workflow Optimization

Partner on the rollout, optimization, and admini