> Markdown version of [/jobs/ext/2718106-tier-3-support-engineer](https://www.wearedevelopers.com/jobs/ext/2718106-tier-3-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 3 Support Engineer - **Company:** Voxel, Inc - **Location:** United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Amazon Web Services, Business Analytics Applications, Computer Vision, Microsoft Azure, Cloud Computing, Virtual Private Networks (VPN), Python (Programming Language), Linux Kernel, Routing, Reliability Engineering, SQL Databases, TCP/IP, TypeScript, Datadog, Google Cloud, Delivery Pipeline, Grafana, Firewalls (Computer Science), Golang - **Published:** September 4, 2026 - **Apply:** https://startup.jobs/tier-3-support-engineer-voxelai-com-8027092 ## About the Role * 2- 4 years of experience in technical support engineering, site reliability engineering, or a senior infrastructure/platform role. * Deep expertise in networking and systems (TCP/IP, routing, firewalls, VPNs, Linux internals, edge/IoT architectures). * Ability to read and navigate source code (Python, Typescript, Go, and SQL) to diagnose issues and collaborate effectively with engineering teams and push PRs to edit configuration files * Proven track record of owning and resolving high-severity, multi-stakeholder incidents end-to-end. * Strong executive communication skills; able to lead technical bridges with enterprise customers under pressure. * Experience building internal technical documentation, escalation frameworks, or support tooling. Nice to Have * Hands-on experience with AI/ML inference pipelines, computer vision systems, or video analytics platforms. * Familiarity with cloud infrastructure and observability tooling (AWS/Azure/GCP, Datadog, Grafana, etc.). * Background in warehouse, logistics, manufacturing, or industrial environments. * Relevant certifications (Network+, Security+, AWS Cloud Practitioner). ## Description As a Tier 3 Support Engineer at Voxel, you are the deepest technical escalation point in our support organization, the last line of defense before Engineering. You will own the most complex, high-severity issues across our platform, working at the code and infrastructure level to diagnose root causes and drive permanent fixes. You'll serve as a critical bridge between Support, Engineering, and Product, influencing how we build for reliability and scale. This role is built for a seasoned engineer who combines deep technical expertise with strong customer instincts and a passion for solving problems others can't. What You'll Do * Own resolution of the most complex, high-severity escalations across Voxel's platform, including issues spanning edge hardware, networking, AI inference, and cloud infrastructure. * Conduct root cause analysis at the code, configuration, and infrastructure level, partnering directly with Engineering to drive permanent fixes. * Act as the authoritative technical escalation point for Tier 2, Customer Success, and Solutions Engineering teams. * Interface directly with enterprise customer IT, security, and engineering stakeholders during critical incidents, providing clear communication and decisive guidance. * Contribute to platform improvements by identifying systemic failure patterns and advocating for engineering investments that reduce support burden. * Define and maintain advanced troubleshooting frameworks, escalation criteria, and internal knowledge resources for the broader support organization. * Drive post-incident reviews and ensure learnings are documented and acted upon across teams. * Participate in on-call rotations for critical escalations and high-priority customer environments. ## Related Videos - [5 steps for running a Kubernetes environment at scale](https://www.wearedevelopers.com/videos/88-5-steps-for-running-a-kubernetes-environment-at-scale) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Go with the Flow: Stop the Leaks Before Your Memory's a Waterfall!](https://www.wearedevelopers.com/videos/100073-go-with-the-flow-stop-the-leaks-before-your-memory-s-a-waterfall) - [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) - [All your telemetry data from any source in one place](https://www.wearedevelopers.com/videos/57-all-your-telemetry-data-from-any-source-in-one-place) - [Scoring 2000 Products per Request: Performance Pitfalls in Golang](https://www.wearedevelopers.com/videos/2073-scoring-2000-products-per-request-performance-pitfalls-in-golang) ## 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) - [7 Cloud Computing Trends Coming in 2025 for Developers](https://www.wearedevelopers.com/magazine/412-7-cloud-computing-trends-coming-in-2025-for-developers)