{"id":197079,"url":"https://alion.io/job/voxel-ai-tier-2-support-engineer-2","title":"Tier 2 Support Engineer","company":{"id":2370315,"name":"Voxel AI","domain":"voxelai.com","url":"https://alion.io/company/voxelai","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":95,"open_postings":6,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":118,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":115000,"max":130000,"currency":"USD","period":"year","gross":null,"usd_annual":130000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Computer Vision","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Edge AI","optional":false},{"name":"Linux","optional":false},{"name":"TCP/IP","optional":false},{"name":"AWS","optional":true},{"name":"Azure","optional":true},{"name":"GCP","optional":true},{"name":"Jira","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-08-31T18:22:55Z","employer_posted_date":"2026-08-31","last_verified_at":"2026-10-28T15:35:57Z","board_verified":true,"closed_at":null,"days_open":57,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":57},"description":"Who We Are\nIndustrial labor powers our world and protecting the people who do that work is both a moral imperative and a business advantage. At Voxel, we're transforming workplace safety and operational efficiency through AI-driven computer vision technology that helps organizations see unseen risks before incidents occur.\nVoxel's platform enables Fortune 500 safety and operations leaders to uncover root causes, drive proactive risk reduction, and make smarter, data-driven decisions. Our Solutions Engineering team ensures customers successfully adopt, deploy, and scale Voxel across complex enterprise environments.\nThe Role\nAs a Tier 2 Support Engineer at Voxel, you will be the critical second line of defense for our enterprise customers, owning complex technical issues that require deeper investigation beyond front-line support. You'll work directly with customers, internal CS teams, and engineering to diagnose problems, drive resolution, and ensure a seamless platform experience across diverse deployment environments.\nThis role is ideal for a technically strong engineer who enjoys solving ambiguous problems, communicates clearly with customers, and wants to work at the cutting edge of AI-powered computer vision.\nWhat You'll Do\nOwn and resolve escalated technical issues from Tier 1, serving as the primary point of escalation for complex platform, network, and hardware-related problems.\n\nConduct deep-dive troubleshooting across Voxel's edge AI platform, including device connectivity, camera configurations, network infrastructure, and software behavior.\n\nCollaborate closely with Customer Success Managers to communicate issue status, set expectations, and ensure timely resolution for enterprise accounts.\n\nReproduce and document bugs, and work with Engineering and Product to prioritize and resolve root causes.\n\nDevelop and maintain internal troubleshooting guides, runbooks, and knowledge base articles to improve team efficiency and enable Tier 1 deflection.\n\nIdentify patterns in support issues and surface systemic recommendations to improve platform reliability and deployment quality.\n\nParticipate in on-call rotations as needed to support critical customer environments.\n\nWhat We're Looking For\nRequired Qualifications\n3-5 years of experience in a technical support, systems engineering, or related customer-facing technical role.\n\nUnderstanding of advanced engineering systems and processes to help debug and route requests based on severity\n\nSolid understanding of networking fundamentals (TCP/IP, firewalls, DNS, DHCP).\n\nExperience troubleshooting Linux-based systems or IoT devices.\n\nStrong written and verbal communication skills; able to explain technical issues clearly to both technical and non-technical stakeholders.\n\nComfortable working across multiple open issues simultaneously with a high degree of ownership and follow-through.\n\nNice to Have\nExperience supporting AI, computer vision, or video analytics platforms.\n\nFamiliarity with cloud infrastructure (AWS, Azure, or GCP).\n\nBackground in warehouse, logistics, manufacturing, or industrial environments.\n\nExperience with ticketing and support platforms (Zendesk, Jira, ServiceNow, etc.).\n\nWhy Join Us?\nJoin a visionary team revolutionizing safety and operations, directly impacting the well-being of millions of essential workers. This is your chance to build an extraordinary business and foster a vibrant company culture that demands your absolute best. Alongside AI experts, experienced entrepreneurs, and passionate problem-solvers, you'll play a pivotal role in shaping the company's growth trajectory and market position.\nBenefits:\nExtensive / generous health, dental, and vision insurance\n\nHighly competitive paid parental leave and support system\n\nOwnership in the business through an Equity Incentive Plan\n\nGenerous paid time off and / or flexible work arrangements\n\nDaily meals in-office, vibrant company events, team-building\n\n401K retirement plan, HSA options, pre-tax commuter benefits","description_format":"text","description_chars":3999,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Company events","Equity","Flexible schedule","Parental leave","Retirement plans","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Computer Vision","Occupational Health"],"lifecycle":[{"event":"open","at":"2026-09-03T14:50:11Z"},{"event":"reopen","at":"2026-10-14T07:11:25Z"}],"visa":[],"liveness":{"score":56,"band":"ok","label":"Likely open","p_open":1,"p_active":0.617,"p_room":0.9,"age_days":57,"expected_fill_days":118,"reasons":["conf:4","win:mid"],"computed_at":"2026-10-28T05:59:10Z"},"pay":{"stated_usd_annual":130000,"is_top_pay":true},"html_url":"https://alion.io/job/voxel-ai-tier-2-support-engineer-2","json_url":"https://alion.io/job/voxel-ai-tier-2-support-engineer-2.json","meta":{"generated_at":"2026-10-28T16:50:14Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22864,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2370315},"rest":"https://alion.io/mcp/rest/get_company?id=2370315"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fvoxel-ai-tier-2-support-engineer-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fvoxel-ai-tier-2-support-engineer-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fvoxel-ai-tier-2-support-engineer-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/voxel-ai-tier-2-support-engineer-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvoxel-ai-tier-2-support-engineer-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":197079}},{"tool":"search_jobs","arguments":{"company":"voxelai.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":197079},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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