Network IT Specialist

As the Network IT Specialist at Rockbot, you'll serve as the technical backbone of Rockbot's escalation function — the person the team turns to when issues are complex, environments are nuanced, or recurring problems require durable, systemic solutions.

This is a deeply hands-on technical support role for someone who enjoys solving hard problems, improving systems, and making the entire support organization stronger over time.

You'll own Rockbot's most advanced support scenarios across networking, firewall configuration, hardware, player setup, connectivity, and enterprise environments while also serving as a key partner in evolving our AI-enabled support operations.

With the rollout of Zendesk AI Co-Pilot and related automation tooling, you'll help optimize how support operates at scale — improving triage, workflows, agent efficiency, self-service experiences, and data quality. Just as importantly, you'll help close the loop: identifying patterns, improving documentation, influencing product and operational improvements, and reducing future support volume through scalable fixes.

The ideal candidate combines deep technical troubleshooting skills with systems thinking, operational maturity, and strong customer instincts. You'll partner closely with the Director of Support and cross-functional teams in Product, Engineering, Customer Success, and Sales, bringing a practitioner's perspective to configuring and optimizing the systems the team relies on.

What You'll Do

Tier 2 Escalation & Technical Resolution

• Own escalated Tier 2 technical cases across networking, firewall configuration, hardware troubleshooting, player setup, connectivity failures, and platform-level issues
• Diagnose root cause through systematic troubleshooting and isolation techniques in complex customer environments
• Escalate issues to Product and Engineering with clear reproduction steps, technical context, impact assessment, and supporting data
• Identify recurring hardware or platform failure patterns and proactively surface trends and recommendations
• Maintain clear, proactive communication with customers and internal stakeholders on status, timelines, and resolution paths
• Meet SLA commitments for escalated tickets while proactively identifying and escalating risks
• Participate in on-call rotation and provide occasional after-hours, weekend, and holiday coverage for enterprise escalations

Enterprise & Strategic Account Support

• Serve as a technical resource for enterprise and high-touch accounts with complex or customized environments
• Support pilot and trial customers through technical validation, troubleshooting, and implementation guidance
• Participate in customer calls, Slack channels, and cross-functional account reviews as needed
• Partner with Customer Success and Sales to proactively identify technical risks and improve customer health

AI Tooling, Support Operations & Workflow Optimization

• Partner on the rollout, optimization, and administration of Zendesk AI Co-Pilot and related support tooling
• Improve workflows related to intelligent triage, agent assist, automation, self-service, and support data hygiene
• Bring a practitioner's perspective to support operations, tooling decisions, workflow design, and process scalability
• Help define how AI can improve both customer experience and internal team efficiency

Knowledge Management & Team Enablement

• Build and maintain internal troubleshooting guides, escalation procedures, and operational playbooks
• Author and improve Help Center content focused on high-volume technical issues
• Act as a go-to technical resource for Tier 1 support
• Coach team members through escalated cases by teaching diagnostic thinking and troubleshooting methodology — not just resolutions

Data, Insights & Product Advocacy

• Analyze escalation trends, technical themes, and failure patterns to identify product and operational improvement opportunities
• Contribute insights and metrics to monthly Support reporting
• Advocate for customer-impacting fixes and operational improvements with data-driven recommendations
• Monitor proactively for emerging issue clusters before they create large-scale customer impact

Who You Are

• 3+ years in a Tier 2, escalation, or advanced technical support role within SaaS, IoT, AV, media technology, or related environments
• Strong networking fundamentals, including TCP/IP, VLANs, firewall configuration, and connectivity troubleshooting (required)
• Hands-on experience troubleshooting hardware and device-level issues
• Skilled at structured problem solving and systematic root-cause analysis
• Strong written and verbal communication skills with both technical and non-technical audiences
• Experience with Zendesk or similar support platforms, including workflow configuration or administration
• Comfortable operating in fast-paced environments with shifting priorities and cross-functional collaboration
• Experience supporting enterprise or high-touch customer environments
• Exposure to AI-enabled support tooling, automation workflows, or Copilot-style systems
• Strong operational instincts with experience improving documentation, workflows, or support processes
• Consistent track record of strong productivity, quality, and customer satisfaction performance
• Exposure to audio engineering and/or AV installation is a plus, not required
• Exposure to network rack installation is a plus, not required

Occasional holiday coverage and on-call responsibilities are required.