Tier 3 Support Engineer

About the Company

Voxel is transforming workplace safety and operational efficiency through AI-driven computer vision technology. Their platform enables Fortune 500 safety and operations leaders to uncover root causes and drive proactive risk reduction.

Responsibilities

• Own resolution of complex, high-severity escalations across edge hardware, networking, AI inference, and cloud infrastructure
• Conduct root cause analysis at the code, configuration, and infrastructure level
• 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
• Contribute to platform improvements by identifying systemic failure patterns
• Define and maintain advanced troubleshooting frameworks and internal knowledge resources
• Participate in on-call rotations for critical escalations

Requirements

• 2-4 years of experience in technical support engineering, SRE, or senior infrastructure/platform roles
• 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)
• Proven track record of resolving high-severity, multi-stakeholder incidents end-to-end
• Strong executive communication skills for leading technical bridges under pressure
• Experience building internal technical documentation or support tooling

Preferred Qualifications

• Hands-on experience with AI/ML inference pipelines or computer vision systems
• Familiarity with cloud infrastructure and observability tooling (AWS, Azure, GCP, Datadog, Grafana)
• Background in warehouse, logistics, manufacturing, or industrial environments
• Relevant certifications such as Network+, Security+, or AWS Cloud Practitioner

Benefits

• Generous health, dental, and vision insurance
• Competitive paid parental leave
• Equity Incentive Plan
• Generous paid time off and flexible work arrangements
• 401K retirement plan and HSA options