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 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 or weekend coverage for enterprise escalations
- 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
- Partner on the rollout, optimization, and administration of Zendesk AI Co-Pilot and related support tooling
- Improve workflows related to intelligent triage, agent assist, automation, self-service, and support data hygiene
- Bring a practitioner’s perspective to support operations, tooling decisions, workflow design, and process scalability
- Help define how AI can improve both customer experience and internal team efficiency
- Build and maintain internal troubleshooting guides, escalation procedures, and operational playbooks
- Author and improve Help Center content focused on high-volume technical issues
- Act as a go-to technical resource for Tier 1 support
- Coach team members through escalated cases by teaching diagnostic thinking and troubleshooting methodology — not just resolutions
- Analyze escalation trends, technical themes, and failure patterns to identify product and operational improvement opportunities
- Contribute insights and metrics to monthly Support reporting
- Advocate for customer-impacting fixes and operational improvements with data-driven recommendations
- Monitor proactively for emerging issue clusters before they create large-scale customer impact
Requirements
- 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
- 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, automation workflows, or Copilot-style systems
- Strong operational instincts with experience improving documentation, workflows, or support processes
- Consistent track record of strong productivity, quality, and customer satisfaction performance
Benefits
- Equity
- Benefits for all team members
Additional Information
- Compensation: Rockbot takes a market-based approach to pay, and pay may vary depending on your location in the U.S. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.
