Responsibilities

• Own escalated Tier 2 technical cases involving networking, firewall configuration, hardware, and connectivity
• Diagnose root causes through systematic troubleshooting and isolation techniques
• Escalate complex issues to Product and Engineering with clear reproduction steps and data
• Partner on the rollout and optimization of Zendesk AI Co-Pilot and support automation
• Build and maintain internal troubleshooting guides, escalation procedures, and playbooks
• Analyze escalation trends and failure patterns to identify product improvement opportunities
• Serve as a technical resource for enterprise accounts and high-touch customers

Requirements

• 3+ years in a Tier 2, escalation, or advanced technical support role in SaaS, IoT, or AV environments
• Strong networking fundamentals including TCP/IP, VLANs, and firewall configuration
• Hands-on experience troubleshooting h...