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Rockbot is seeking a Technical Support Operations Specialist to serve as the technical backbone of the escalation function. This is a hands-on role for someone who enjoys solving complex problems, improving systems, and strengthening the entire support organization.
You'll own Rockbot's most advanced support scenarios across networking, firewall configuration, hardware, player setup, connectivity, and enterprise environments. You'll handle Tier 2 escalations, diagnose root causes in complex customer environments, and escalate issues to Product and Engineering with clear technical context. You'll serve as a technical resource for enterprise and high-touch accounts, participate in customer calls and account reviews, and help identify technical risks proactively.
A key part of this role involves partnering on the rollout and optimization of Zendesk AI Co-Pilot and related support tooling. You'll improve workflows related to intelligent triage, agent assist, automation, and self-service experiences. You'll bring a practitioner's perspective to support operations and help define how AI can improve both customer experience and team efficiency.
You'll also build and maintain internal troubleshooting guides, escalation procedures, and operational playbooks. You'll author Help Center content, coach team members through escalated cases, and act as a go-to technical resource for Tier 1 support. Additionally, you'll analyze escalation trends and technical themes to identify product and operational improvements, contribute insights to monthly reporting, and advocate for customer-impacting fixes with data-driven recommendations.
The ideal candidate has 3+ years in a Tier 2, escalation, or advanced technical support role within SaaS, IoT, AV, media technology, or related environments. You'll have strong networking fundamentals (TCP/IP, VLANs, firewall configuration), hands-on hardware troubleshooting experience, and structured problem-solving skills. Experience with Zendesk or similar support platforms is preferred. You're comfortable in fast-paced environments with shifting priorities and cross-functional collaboration.
