> Markdown version of [/jobs/ext/2708414-tier-2-support-engineer](https://www.wearedevelopers.com/jobs/ext/2708414-tier-2-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier 2 Support Engineer - **Company:** Voxel, Inc - **Location:** United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Amazon Web Services, Business Analytics Applications, Systems Engineering, Computer Vision, JIRA, Microsoft Azure, Cloud Computing, Dynamic Host Configuration Protocol, Software Debugging, Domain Name System (DNS), Linux System Administration, Network Architecture, Networking Basics, Runbook, TCP/IP, Firewalls (Computer Science), Zendesk, Servicenow - **Published:** September 4, 2026 - **Apply:** https://startup.jobs/tier-2-support-engineer-voxelai-com-8027091 ## About the Role * 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. Nice to Have * 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.). ## Description 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. What You'll Do * 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. ## Related Videos - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Shipping Faster with Less: Render on Cloud Hosting, AI Workloads, and the Future of DevOps](https://www.wearedevelopers.com/videos/1894-shipping-faster-with-less-render-on-cloud-hosting-ai-workloads-and-the-future-of-devops) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers) - [Best US AI Conferences for CTOs in 2026: Build vs. Buy, Vendor Evaluation, and Peer Intelligence](https://www.wearedevelopers.com/magazine/736-best-us-ai-conferences-for-ctos-in-2026-build-vs-buy-vendor-evaluation-and-peer-intelligence) - [6 Emerging Technologies We’ll Learn About in 2025](https://www.wearedevelopers.com/magazine/381-6-emerging-technologies-we-ll-learn-about-in-2025)