Overview

If you love untangling gnarly technical mysteries and making sure things actually work the way they are supposed to, you might just be our next Network IT Specialist at Rockbot. This is a fully remote, worldwide opportunity where you will act as the ultimate technical safety net for our team. When a client environment gets complicated or a recurring bug refuses to quit, you are the person everyone looks to for a permanent fix. We want someone who enjoys getting their hands dirty in complex networks, hardware setups, and firewalls while also helping us build smarter, AI-driven support systems for the future.

Key Responsibilities

Take ownership of advanced technical escalations involving networking, firewall configuration, hardware, and enterprise environments.
Partner with our team to roll out and optimize Zendesk AI Co-Pilot and other automation tools to streamline workflows and boost agent efficiency.
Spot recurring patterns in support tickets and turn those insights into durable, systemic solutions that reduce future support volume.
Write crystal clear documentation and collaborate with product teams to influence operational and software improvements.
Elevate the overall technical capability of the support organization by coaching others and sharing your troubleshooting expertise.

Requirements

Deep, hands-on experience troubleshooting complex networking, connectivity, and firewall configurations.
Strong background in hardware setup and navigating nuanced enterprise environments.
A systems-oriented mindset that looks beyond quick patches to find root causes and permanent fixes.
Familiarity with modern customer support operations and a genuine enthusiasm for leveraging AI tools to scale support.
Exceptional communication skills and the ability to explain tricky technical concepts to anyone.

What You'll Gain

The freedom to work from literally anywhere in the world as part of a distributed, forward-thinking team.
Direct ownership over advanced technical infrastructure and cutting-edge AI support tooling.
A culture that values deep problem solving, continuous improvement, and your unique perspective.
Room to grow your career alongside a dynamic product and support organization.