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← Rockbot

Tier 2 Technical Support Specialist

Rockbot
Location
Remote
Posted
20 days ago
Department
Client Services
What they actually want (must-haves)
  • 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
  • Hands-on experience troubleshooting hardware and device-level issues
  • Skilled at structured problem solving and systematic root-cause analysis
  • Strong written and verbal communication skills with both technical and non-technical audiences
  • Experience with Zendesk or similar support platforms, including workflow configuration or administration
Nice to have
  • Exposure to AI-enabled support tooling, automation workflows, or Copilot-style systems
  • Exposure to audio engineering and/or AV installation
  • Exposure to network rack installation
What the job really is

As a Tier 2 Technical Support Specialist at Rockbot, you will handle complex technical support issues, focusing on networking, firewall configuration, and hardware troubleshooting. Your role involves diagnosing problems, optimizing support operations with AI tools, and improving documentation and workflows. You will collaborate with various teams to enhance customer experiences and support enterprise accounts while maintaining communication and meeting service level agreements.

Benefits
  • Base compensation band for this role is $60k-$75k
  • Equity
  • Benefits for all team members
Things to weigh
  • Occasional holiday coverage and on-call responsibilities are required
  • Pay may vary depending on location and market conditions
  • Role involves a significant focus on AI tooling and support operations optimization, which may require adaptability to new technologies
Job score4/5
Benefits2/5
Freshness4/5
Career value4/5
Role clarity5/5
Pay transparency5/5

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