Tier 2 Technical Support Specialist The Tier 2 Technical Support Specialist at Rockbot functions as the core technical resource within the company's escalation process — the individual the team relies on when problems are intricate, environments are complex, or recurring issues need lasting, systemic fixes. This is a highly hands-on technical support position suited for someone who enjoys tackling difficult challenges, refining systems, and strengthening the overall support organization over time. The role involves managing Rockbot's most complex support cases spanning networking, firewall setup, hardware, player configuration, connectivity, and enterprise environments, while also serving as a significant partner in developing the company's AI-enabled support operations. Through the deployment of Zendesk AI Co-Pilot and related automation tools, the specialist helps refine how support functions at scale — enhancing triage, workflows, agent efficiency, self-service experiences, and data quality. Equally important, the role involves closing the loop: spotting patterns, improving documentation, influencing product and operational enhancements, and lowering future support volume through scalable fixes. The ideal candidate blends deep technical troubleshooting abilities with systems thinking, operational maturity, and strong customer awareness. The specialist works closely with the Director of Support and cross-functional teams in Product, Engineering, Customer Success, and Sales, contributing a practitioner's perspective to configuring and optimizing the tools the team depends on. Responsibilities Tier 2 Escalation & Technical Resolution: - Handling escalated Tier 2 technical cases involving networking, firewall configuration, hardware troubleshooting, player setup, connectivity failures, and platform-level issues - Diagnosing root cause through systematic troubleshooting and isolation techniques in complex customer environments - Escalating issues to Product and Engineering with clear reproduction steps, technical context, impact assessment, and supporting data - Recognizing recurring hardware or platform failure patterns and proactively surfacing trends and recommendations - Maintaining clear, proactive communication with customers and internal stakeholders regarding status, timelines, and resolution paths - Meeting SLA commitments for escalated tickets while proactively identifying and escalating risks - Participating in on-call rotation and providing occasional after-hours, weekend, and holiday coverage for enterprise escalations Enterprise & Strategic Account Support: - Serving as a technical resource for enterprise and high-touch accounts with complex or customized environments - Supporting pilot and trial customers through technical validation, troubleshooting, and implementation guidance - Participating in customer calls, Slack channels, and cross-functional account reviews as needed - Partnering with Customer Success and Sales to proactively identify technical risks and improve customer health AI Tooling, Support Operations & Workflow Optimization: - Partnering on the rollout, optimization, and administration of Zendesk AI Co-Pilot and related support tooling - Improving workflows related to intelligent triage, agent assist, automation, self-service, and support data hygiene - Bringing a practitioner's perspective to support operations, tooling decisions, workflow design, and process scalability - Helping define how AI can improve both customer experience and internal team efficiency Knowledge Management & Team Enablement: - Building and maintaining internal troubleshooting guides, escalation procedures, and operational playbooks - Authoring and improving Help Center content focused on high-volume technical issues - Acting as a go-to technical resource for Tier 1 support - Coaching team members through escalated cases by teaching diagnostic thinking and troubleshooting methodology — not just resolutions Data, Insights & Product Advocacy: - Analyzing escalation trends, technical themes, and failure patterns to identify product and operational improvement opportunities - Contributing insights and metrics to monthly Support reporting - Advocating for customer-impacting fixes and operational improvements with data-driven recommendations - Monitoring 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 (required) - 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 - Exposure to audio engineering and/or AV installation is a plus, not required - Exposure to network rack installation is a plus, not required - Occasional holiday coverage and on-call responsibilities are required About Rockbot: Rockbot is an omnichannel media platform committed to elevating customer and employee experiences while fostering stronger connections in real-world spaces. Rockbot addresses the challenges businesses face in media management with integrated solutions spanning music, TV, digital signage, and advertising. Its mission is to enrich on-premise experiences with media technology, where every interaction is elevated and memorable. From independent local businesses to large national brands - across nearly every industry, including restaurants, bars, retailers, and more, Rockbot provides all the tools and licensed content businesses need. Backed by leading investors including Google and Universal Music Group, Rockbot is the future of out-of-home media. For more information visit www.rockbot.com. Compensation: Rockbot follows a market-based approach to pay, and compensation may vary depending on your location in the U.S. The starting pay for the successful candidate will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future. The base compensation band for this role is US Average - Remote 68K-84K, along with equity, and benefits for all team members. Our Values: Drive: We pursue our mission with relentless tenacity, passion, and optimism and inspire those around us to do the same. We love the journey and are on offense all the time. Yesterday was good enough for yesterday, but today we have to do even better. Accountability: We take ownership of our promises, responsibilities, behaviors, and products, and we expect the same of others. Standing behind our mistakes, communicating honestly, and making things right creates trust and strong relationships. Curiosity: We are hungry to learn and continually deepen our knowledge, skills, and understandings. We have a growth mindset and are intellectually curious. We challenge our beliefs and seek feedback and insights from others. The "Why" and "How" always matters. Empathy: We embrace that no two people or businesses are the same. We strive to understand others as deeply as possible and feel their pains and passions. Ingenuity: We work hard but we think smart. We bring creativity, technology, and practicality together to solve tough challenges. Integrity: We say what we mean, and do what we say, simply, clearly, honestly. Rockbot is an Equal Opportunity Employer, but that's just the start. We believe different perspectives help us grow and achieve more. That's why we're dedicated to hiring and developing the most talented and diverse team – which includes individuals with different backgrounds, abilities, identities and experiences.

Tier 2 Technical Support Specialist

Deskripsi Pekerjaan

Ringkasan

Lowongan Terkait Lainnya

Strategic Enterprise Sales Director

Lead BI Developer

Lead BI Manager

Lead Analytics Manager