{"id":11818,"url":"https://alion.io/job/voxel-ai-tier-3-support-engineer-2","title":"Tier 3 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":"2026-10-25T05:49:26Z"}},"role":"Support","role_family":"Support","seniority":"junior","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":125000,"max":150000,"currency":"USD","period":"year","gross":null,"usd_annual":150000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Computer Vision","optional":false},{"name":"Linux","optional":false},{"name":"Python","optional":false},{"name":"SQL","optional":false},{"name":"SRE","optional":false},{"name":"TCP/IP","optional":false},{"name":"TypeScript","optional":false},{"name":"AWS","optional":true},{"name":"Azure","optional":true},{"name":"Datadog","optional":true},{"name":"GCP","optional":true},{"name":"Grafana","optional":true}],"status":"live","first_seen_at":"2026-06-09T23:26:10Z","employer_posted_date":"2026-06-09","last_verified_at":"2026-10-25T05:26:26Z","board_verified":true,"closed_at":null,"days_open":137,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":137},"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 3 Support Engineer at Voxel, you are the deepest technical escalation point in our support organization, the last line of defense before Engineering. You will own the most complex, high-severity issues across our platform, working at the code and infrastructure level to diagnose root causes and drive permanent fixes. You'll serve as a critical bridge between Support, Engineering, and Product, influencing how we build for reliability and scale.\nThis role is built for a seasoned engineer who combines deep technical expertise with strong customer instincts and a passion for solving problems others can't.\nWhat You'll Do\nOwn resolution of the most complex, high-severity escalations across Voxel's platform, including issues spanning edge hardware, networking, AI inference, and cloud infrastructure.\n\nConduct root cause analysis at the code, configuration, and infrastructure level, partnering directly with Engineering to drive permanent fixes.\n\nAct as the authoritative technical escalation point for Tier 2, Customer Success, and Solutions Engineering teams.\n\nInterface directly with enterprise customer IT, security, and engineering stakeholders during critical incidents, providing clear communication and decisive guidance.\n\nContribute to platform improvements by identifying systemic failure patterns and advocating for engineering investments that reduce support burden.\n\nDefine and maintain advanced troubleshooting frameworks, escalation criteria, and internal knowledge resources for the broader support organization.\n\nDrive post-incident reviews and ensure learnings are documented and acted upon across teams.\n\nParticipate in on-call rotations for critical escalations and high-priority customer environments.\n\nWhat We're Looking For\nRequired Qualifications\n2- 4 years of experience in technical support engineering, site reliability engineering, or a senior infrastructure/platform role.\n\nDeep expertise in networking and systems (TCP/IP, routing, firewalls, VPNs, Linux internals, edge/IoT architectures).\n\nAbility to read and navigate source code (Python, Typescript, Go, and SQL) to diagnose issues and collaborate effectively with engineering teams and push PRs to edit configuration files\n\nProven track record of owning and resolving high-severity, multi-stakeholder incidents end-to-end.\n\nStrong executive communication skills; able to lead technical bridges with enterprise customers under pressure.\n\nExperience building internal technical documentation, escalation frameworks, or support tooling.\n\nNice to Have\nHands-on experience with AI/ML inference pipelines, computer vision systems, or video analytics platforms.\n\nFamiliarity with cloud infrastructure and observability tooling (AWS/Azure/GCP, Datadog, Grafana, etc.).\n\nBackground in warehouse, logistics, manufacturing, or industrial environments.\n\nRelevant certifications (Network+, Security+, AWS Cloud Practitioner).\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":4353,"description_truncated":false,"requirements":{"experience_years_min":2,"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":"2026-06-09T23:26:10Z"},{"event":"reopen","at":"2026-10-14T07:11:25Z"}],"visa":[],"liveness":{"score":21,"band":"cold","label":"Long shot","p_open":1,"p_active":0.482,"p_room":0.44,"age_days":137,"expected_fill_days":118,"reasons":["conf:0","win:tail","crowd:junior"],"computed_at":"2026-10-25T05:49:26Z"},"pay":{"stated_usd_annual":150000,"is_top_pay":true},"html_url":"https://alion.io/job/voxel-ai-tier-3-support-engineer-2","json_url":"https://alion.io/job/voxel-ai-tier-3-support-engineer-2.json","meta":{"generated_at":"2026-10-25T06:36:57Z","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":9174,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"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-3-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-3-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-3-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-3-support-engineer-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvoxel-ai-tier-3-support-engineer-2"}]}