Tier 2 Technical Support Specialist

About the role

As the Tier 2 Technical Support Specialist at Rockbot , you'll serve as the technical backbone of Rockbot's escalation function — the person the team turns to when issues are complex, environments are nuanced, or recurring problems require durable, systemic solutions. This is a deeply hands-on technical support role for someone who enjoys solving hard problems, improving systems, and making the entire support organization stronger over time. You'll own Rockbot's most advanced support scenarios across networking, firewall configuration, hardware, player setup, connectivity, and enterprise environments while also serving as a key partner in evolving our AI-enabled support operations. With the rollout of Zendesk AI Co-Pilot and related automation tooling, you'll help optimize how support operates at scale — improving triage, workflows, agent efficiency, self-service experiences, and data quality. Just as importantly, you'll help close the loop: identifying patterns, improving documentation, influencing product and operational improvements, and reducing future support volume through scalable fixes. The ideal candidate combines deep technical troubleshooting skills with systems thinking, operational maturity, and strong customer instincts. You'll partner closely with the Director of Support and cross-functional teams in Product, Engineering, Customer Success, and Sales, bringing a practitioner's perspective to configuring and optimizing the systems the team relies on. What You'll Do Tier 2 Escalation & Technical Resolution Own escalated Tier 2 technical cases across networking, firewall configuration, hardware troubleshooting, player setup, connectivity failures, and platform-level issues 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, impact assessment, and supporting data Identify recurring hardware or platform failure patterns and proactively surface trends and recommendations Maintain clear, proactive communication with customers and internal stakeholders on status, timelines, and resolution paths Meet SLA commitments for escalated tickets while proactively identifying and escalating risks Participate in on-call rotation and provide occasional after-hours, weekend, and holiday coverage for enterprise escalations Enterprise & Strategic Account Support Serve as a technical resource for enterprise and high-touch accounts with complex or customized environments Support pilot and trial customers through technical validation, troubleshooting, and implementation guidance Participate in customer calls, Slack channels, and cross-functional account reviews as needed Partner with Customer Success and Sales to proactively identify technical risks and improve customer health AI Tooling, Support Operations & Workflow Optimization Partner on the rollout, optimization, and administration of Zendesk AI Co-Pilot and related support tooling Improve workflows related to intelligent triage, agent assist, automation, self-service, and support data hygiene Bring a practitioner's perspective to support operations, tooling decisions, workflow design, and process scalability Help define how AI can improve both customer experience and internal team efficiency Knowledge Management & Team Enablement Build and maintain internal troubleshooting guides, escalation procedures, and operational playbooks Author and improve Help Center content focused on high-volume technical issues Act as a go-to technical resource for Tier 1 support Coach team members through escalated cases by teaching diagnostic thinking and troubleshooting methodology — not just resolutions Data, Insights & Product Advocacy Analyze escalation trends, technical themes, and failure patterns to identify product and operational improvement opportunities Contribute insights and metrics to monthly Support reporting Advocate for customer-impacting fixes and operational improvements with data-driven recommendations Monitor proactively for emerging issue clusters before they create large-scale customer impact Who You Are 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 takes a market-based approach to pay, and pay may vary depending on your location in the U.S. The successful candidate’s starting pay 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, as well as 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.