Tier 2 Support Engineer
External
Voxel · WorldwidePrepare for this interview
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About the role
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. 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.
Responsibilities
- 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.
Requirements
- 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.
- 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.).
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