As the Network IT Specialist at Rockbot, youll serve as the technical backbone of Rockbots 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.
Youll own Rockbots 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, youll help optimize how support operates at scale improving triage, workflows, agent efficiency, self-service experiences, and data quality. Just as importantly, youll 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. Youll partner closely with the Director of Support and cross-functional teams across Product, Engineering, Customer Success, and Sales, bringing a practitioners perspective to how we configure and optimize the systems the team relies on.
What Youll 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 or weekend 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 practitioners 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 > www.rockbot.com.
Compensation:
Rockbot takes a market-based approach to pay, and pay may vary depending on your location in the U.S. The successful candidates starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.
The base compensation band for this role is $70k-$100k, as well as equity, and benefits for all team members.
Our Values:
- Drive: We pursue our mission with relentless tenacity, passion, and optimism and inspire those around us to do the same. We love the journey and are on offense all the time. Yesterday was good enough for yesterday, but today we have to do even better.
- Accountability: We take ownership of our promises, responsibilities, behaviors, and products, and we expect the same of others. Standing behind our mistakes, communicating honestly, and making things right creates trust and strong relationships.
- Curiosity: We are hungry to learn and continually deepen our knowledge, skills, and understandings. We have a growth mindset and are intellectually curious. We challenge our beliefs and seek feedback and insights from others. The Why and How always matters.
- Empathy: We embrace that no two people or businesses are the same. We strive to understand others as deeply as possible and feel their pains and passions.
- Ingenuity: We work hard but we think smart. We bring creativity, technology, and practicality together to solve tough challenges.
- Integrity: We say what we mean, and do what we say, simply, clearly, honestly.
Rockbot is an Equal Opportunity Employer, but thats just the start. We believe different perspectives help us grow and achieve more. Thats why were dedicated to hiring and developing the most talented and diverse team which includes individuals with different backgrounds, abilities, identities and experiences.
