Tier 2 Technical Support Specialist

About the role

The Tier 2 Technical Support Specialist serves as the technical backbone of the escalation function, handling complex issues across networking, hardware, and enterprise environments. This role involves optimizing support operations through AI-enabled tooling, improving workflows, and identifying patterns to reduce future support volume. You will partner with cross-functional teams to drive product and operational improvements while providing high-level technical guidance to enterprise accounts.

Responsibilities

• Own escalated Tier 2 technical cases across networking, firewall configuration, hardware troubleshooting, player setup, and connectivity failures.
• 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, and impact assessment.
• Maintain clear, proactive communication with customers and internal stakeholders on status, timelines, and resolution paths.
• Partner on the rollout, optimization, and administration of Zendesk AI Co-Pilot and related support tooling.
• Build and maintain internal troubleshooting guides, escalation procedures, and operational playbooks.
• Analyze escalation trends and technical themes to identify product and operational improvement opportunities.

Required skills

• Networking
• TCP/IP
• VLANs
• Firewall configuration
• Hardware troubleshooting
• Root-cause analysis
• Zendesk
• SaaS

Nice to have

• Audio engineering
• AV installation
• Network rack installation

Qualifications

• 3+ years in a Tier 2, escalation, or advanced technical support role

About the Company

Rockbot is an omnichannel media platform that provides integrated solutions spanning music, TV, digital signage, and advertising to elevate customer and employee experiences. Backed by investors including Google and Universal Music Group, the company serves businesses ranging from independent local shops to large national brands.