Tier 3 Support Engineer

Job description

WHO WE ARE Industrial labor powers our world and protecting the people who do that work is both a moral imperative and a business advantage. At Voxel, we're transforming workplace safety and operational efficiency through AI-driven computer vision technology that helps organizations see unseen risks before incidents occur. Voxel's platform enables Fortune 500 safety and operations leaders to uncover root causes, drive proactive risk reduction, and make smarter, data-driven decisions. Our Solutions Engineering team ensures customers successfully adopt, deploy, and scale Voxel across complex enterprise environments. THE ROLE As a Tier 3 Support Engineer at Voxel, you are the deepest technical escalation point in our support organization, the last line of defense before Engineering. You will own the most complex, high-severity issues across our platform, working at the code and infrastructure level to diagnose root causes and drive permanent fixes. You'll serve as a critical bridge between Support, Engineering, and Product, influencing how we build for reliability and scale. This role is built for a seasoned engineer who combines deep technical expertise with strong customer instincts and a passion for solving problems others can't. WHAT YOU'LL DO - Own resolution of the most complex, high-severity escalations across Voxel's platform, including issues spanning edge hardware, networking, AI inference, and cloud infrastructure. - Conduct root cause analysis at the code, configuration, and infrastructure level, partnering directly with Engineering to drive permanent fixes. - 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, providing clear communication and decisive guidance. - Contribute to platform improvements by identifying systemic failure patterns and advocating for engineering investments that reduce support burden. - Define and maintain advanced troubleshooting frameworks, escalation criteria, and internal knowledge resources for the broader support organization. - Drive post-incident reviews and ensure learnings are documented and acted upon across teams. - Participate in on-call rotations for critical escalations and high-priority customer environments. WHAT WE'RE LOOKING FOR Required Qualifications - 2- 4 years of experience in technical support engineering, site reliability engineering, or a senior infrastructure/platform role. - 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) to diagnose issues and collaborate effectively with engineering teams and push PRs to edit configuration files - Proven track record of owning and resolving high-severity, multi-stakeholder incidents end-to-end. - Strong executive communication skills; able to lead technical bridges with enterprise customers under pressure. - Experience building internal technical documentation, escalation frameworks, or support tooling. Nice to Have - Hands-on experience with AI/ML inference pipelines, computer vision systems, or video analytics platforms. - Familiarity with cloud infrastructure and observability tooling (AWS/Azure/GCP, Datadog, Grafana, etc.). - Background in warehouse, logistics, manufacturing, or industrial environments. - Relevant certifications (Network+, Security+, AWS Cloud Practitioner). WHY JOIN US? Join a visionary team revolutionizing safety and operations, directly impacting the well-being of millions of essential workers. This is your chance to build an extraordinary business and foster a vibrant company culture that demands your absolute best. Alongside AI experts, experienced entrepreneurs, and passionate problem-solvers, you'll play a pivotal role in shaping the company's growth trajectory and market position. Benefits: - Extensive / generous health, dental, and vision insurance - Highly competitive paid parental leave and support system - Ownership in the business through an Equity Incentive Plan - Generous paid time off and / or flexible work arrangements - Daily meals in-office, vibrant company events, team-building - 401K retirement plan, HSA options, pre-tax commuter benefits