Ever felt like you're the one everyone turns to when a tech puzzle truly challenges the team? At Rockbot, we're seeking that exact individual: a Tier 2 Technical Support Specialist who thrives on dissecting complex issues, understanding nuanced environments, and crafting solutions that stick. If you enjoy diving deep into networking quirks, hardware intricacies, and enterprise setups, all while making a real difference in how support operates, this role is your stage. You'll not only solve today's toughest problems but also help build a stronger, smarter support system for tomorrow.

Overview

Join Rockbot as our Tier 2 Technical Support Specialist, a pivotal role designed for someone who loves to be the technical anchor for our support function. This is a deeply hands-on position for problem solvers who enjoy refining systems and enhancing the entire support organization. You will manage our most advanced support scenarios across diverse areas like networking, firewall configurations, hardware, player setup, connectivity, and complex enterprise environments. Beyond troubleshooting, you will be a key partner in evolving our AI-enabled support operations. We are looking for someone who can combine deep technical skills with a passion for continuous improvement. This is a fully remote opportunity, open to talent worldwide.

Key Responsibilities

Serve as the primary escalation point for complex technical issues, providing expert troubleshooting and resolution.
Own advanced support scenarios covering networking, firewall configurations, hardware, player setup, connectivity challenges, and intricate enterprise environments.
Partner in the evolution of our AI-enabled support operations, leveraging tools like Zendesk AI Co-Pilot to optimize triage, workflows, and agent efficiency.
Improve self-service experiences and data quality, ensuring our support mechanisms are robust and scalable.
Identify recurring problem patterns, enhance documentation, and influence product and operational improvements.
Contribute to reducing future support volume by implementing durable, systemic solutions.

Requirements

Proven experience as a Tier 2 or similar advanced technical support role, demonstrating a track record of solving hard problems.
Deep technical troubleshooting skills across a range of domains, including networking protocols, firewall management, and hardware diagnostics.
Familiarity with player setup, connectivity troubleshooting, and supporting enterprise clients.
A proactive mindset for identifying systemic issues and proposing long-term solutions.
Experience or strong interest in leveraging AI and automation tools to enhance support operations.
Excellent communication skills, both written and verbal, for explaining complex technical concepts clearly.
Ability to work independently in a remote environment while collaborating effectively with a global team.

What You'll Gain

The opportunity to be the go-to technical expert, solving some of the most challenging problems at Rockbot.
A chance to significantly influence and improve our support operations through advanced technology like AI.
Work in a collaborative, remote-first environment with a global team.
Make a tangible impact on product and operational improvements, directly reducing support volume.
Continuous learning and professional growth by engaging with diverse technical scenarios and cutting-edge tools.