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RockbotTier 2 Technical Support Specialist
Rockbot is hiring a Tier 2 Technical Support Specialist to take escalated technical cases for its out-of-home media product, which brings background audio, TV programming, signage…
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About This Role
Rockbot is hiring a Tier 2 Technical Support Specialist to take escalated technical cases for its out-of-home media product, which brings background audio, TV programming, signage screens and ads to physical locations. The job is full-time and remote. The posted base band is USD 68,000 to 84,000 per year, described as the US average for remote positions, plus equity and benefits. The specialist takes the hardest support tickets, which cover…
Job Description
Rockbot is hiring a Tier 2 Technical Support Specialist to take escalated technical cases for its out-of-home media product, which brings background audio, TV programming, signage screens and ads to physical locations. The job is full-time and remote. The posted base band is USD 68,000 to 84,000 per year, described as the US average for remote positions, plus equity and benefits.
The specialist takes the hardest support tickets, which cover networking, firewalls, hardware, player configuration, connectivity and enterprise setups. Work includes methodical root-cause analysis, passing problems to product and engineering with repro steps, impact details and evidence, meeting escalation service levels, and keeping customers and colleagues informed. The role supports enterprise and high-touch accounts, including pilots and trials, and works alongside customer success plus sales to protect account health. Some on-call coverage is required, including occasional nights, weekends and holidays for major escalations.
The specialist also improves support operations, including the Zendesk AI Co-Pilot rollout and related automation. Duties include writing internal runbooks, escalation playbooks and Help Center articles, coaching first-line agents to reason through diagnostics, and analyzing escalation patterns to recommend product and process fixes.
Applicants should bring at least three years in Tier 2 or advanced support work, ideally in SaaS, IoT, AV or media technology, or adjacent fields. Solid knowledge of TCP/IP, VLANs, firewall setup and connectivity diagnosis is required, along with hands-on hardware troubleshooting and experience with Zendesk or comparable tools. Audio engineering, AV installation and rack installation experience are welcome but optional.
Responsibilities
- Handle escalated Tier 2 tickets spanning networks, firewalls, devices, player configuration, connectivity and platform problems
- Pinpoint root causes with structured diagnostics at complicated customer sites
- Escalate to product and engineering teams with repro steps, impact analysis and data
- Hit escalation SLAs and flag risks early
- Give enterprise and high-touch customers technical support, including pilots and trials
- Improve triage, agent assist, automation and self-service in Zendesk
- Create troubleshooting documentation and Help Center content for frequent issues
- Spot trends in escalations and recommend product and operational improvements
Requirements
- Three-plus years working in higher-tier technical support or escalations
- Solid TCP/IP, VLAN, firewall and connectivity troubleshooting skills
- Hands-on device-level and hardware troubleshooting
- Methodical problem solving and root-cause analysis
- Clear communication with technical and non-technical listeners
- Experience with Zendesk or similar systems, including workflow setup
- Comfort in quick-moving settings where priorities change
Qualifications
- Enterprise or high-touch customer support background
- Familiarity with AI-assisted support tools or Copilot-type systems
- Audio engineering or AV installation experience (optional)
- Network rack installation experience (optional)
Core Skills
Benefits
- Equity
- Benefits for all team members
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this role remote?
Yes. The listing is marked as remote and full-time.
What is the pay band?
The posting gives a base band of USD 68,000 to 84,000 per year, plus equity and benefits.
Is on-call work required?
Yes. The specialist joins an on-call rotation and occasionally covers nights, weekends and holidays for large escalations.
What technical experience is needed?
The listing asks for three-plus years in an escalation-focused technical job and sound knowledge of TCP/IP, VLANs and firewalls.
Sample Interview Questions
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