Technical Support Operations

Responsibilities

• Own escalated Tier 2 technical cases involving networking, firewall configuration, hardware, and connectivity
• Diagnose root causes through systematic troubleshooting and isolation techniques
• Escalate complex issues to Product and Engineering with clear reproduction steps and data
• Partner on the rollout and optimization of Zendesk AI Co-Pilot and support automation
• Build and maintain internal troubleshooting guides, escalation procedures, and playbooks
• Analyze escalation trends and failure patterns to identify product improvement opportunities
• Serve as a technical resource for enterprise accounts and high-touch customers

Requirements

• 3+ years in a Tier 2, escalation, or advanced technical support role in SaaS, IoT, or AV environments
• Strong networking fundamentals including TCP/IP, VLANs, and firewall configuration
• Hands-on experience troubleshooting hardware and device-level issues
• Experience with Zendesk or similar support platforms and workflow configuration
• Proven ability in structured problem solving and root-cause analysis
• Experience supporting enterprise or high-touch customer environments
• Exposure to AI-enabled support tooling or automation workflows

About the Company

Rockbot is an omnichannel media platform that provides integrated solutions for music, TV, digital signage, and advertising. Backed by investors including Google and Universal Music Group, Rockbot helps businesses elevate on-premise experiences through media technology.