Tier 3 Support Engineer

Summary

Voxel is transforming workplace safety and operational efficiency through AI-driven computer vision technology. As a Tier 3 Support Engineer, you will be the deepest technical escalation point, owning complex, high-severity issues and collaborating with Engineering to drive permanent fixes.

Responsibilities

• 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

Skills

• 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
• 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)

Qualifications

Must Haves

• 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 Haves

• 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)

Benefits

• Extensive / generous health, dental, and vision insurance
• Highly competitive paid parental leave and support system
• Ownership in the business through an Equity Incentive Plan
• Generous paid time off and / or flexible work arrangements
• Daily meals in-office, vibrant company events, team-building
• 401K retirement plan, HSA options, pre-tax commuter benefits