Voxel - Tier 3 Support Engineer
Requirements
• 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).
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.
Benefits
• $125K – $150K • Offers Equity • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • If you have a LinkedIn account, please share a link. This is optional. • If you have a public GitHub account, please share a link. This is optional. • If you have a website or online portfolio, please share a link. This is optional. • Add a cover letter or anything else you would like to share in support of your application. • Select "Yes" if you are a U.S. citizen, Green Card holder, or have a work permit that does not require company sponsorship (e.g. certain OPT, CPT, or other independent work authorizations). • Select “Yes” if you currently require, or will require, employer-sponsored work authorization to work in the U.S. (e.g. H-1B, O-1, TN, etc.), either now or at any point in the future. • Decline to self-identify • Hispanic or Latino - A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race. • Hispanic or Latino • White (Not Hispanic or Latino) - A person having origins in any of the original peoples of Europe, the Middle East, or North Africa. • White • Black or African American (Not Hispanic or Latino) - A person having origins in any of the black racial groups of Africa. • Black or African American • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) - A person having origins in any of the peoples of Hawaii, Guam, Samoa, or other Pacific Islands. • Native Hawaiian or Other Pacific Islander • Asian (Not Hispanic or Latino) - A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam. • Asian • American Indian or Alaska Native (Not Hispanic or Latino) - A person having origins in any of the original peoples of North and South America (including Central America), and who maintain tribal affiliation or community attachment. • American Indian or Alaska Native • Two or More Races (Not Hispanic or Latino) - All persons who identify with more than one of the above five races. • Two or More Races • Hispanic or Latino • White (Not Hispanic or Latino) • Black or African American (Not Hispanic or Latino) • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) • Asian (Not Hispanic or Latino) • American Indian or Alaska Native (Not Hispanic or Latino) • Two or More Races (Not Hispanic or Latino) • I identify as one or more of the classifications of protected veteran listed above • I am not a protected veteran
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