Tier 3 Support Engineer

Join Voxel as a Tier 3 Support Engineer, where you will be the deepest technical escalation point in our support organization. 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 will also serve as a critical bridge between Support, Engineering, and Product, influencing how we build for reliability and scale.

• Assumer la responsabilité de la résolution des escalades les plus complexes et de haute gravité sur la plateforme de Voxel, y compris les problèmes liés au matériel, au réseau, à l'inférence AI et à l'infrastructure cloud.
• Effectuer des analyses des causes profondes au niveau du code, de la configuration et de l'infrastructure, en collaborant directement avec l'ingénierie pour mettre en œuvre des solutions permanentes.
• Agir en tant que point d'escalade technique autoritaire pour les équipes de support de niveau 2, de réussite client et d'ingénierie des solutions.
• This 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
• 2- 4 years of experience in technical support engineering, site reliability engineering, or a senior infrastructure/platform role
• Deep expertise in networking and systems (TCP/IP, routing, firewalls, VPNs, Linux internals, edge/IoT architectures)
• Experience building internal technical documentation, escalation frameworks, or support tooling
• Proven track record of owning and resolving high-severity, multi-stakeholder incidents end-to-end
• Ability 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
• Strong executive communication skills; able to lead technical bridges with enterprise customers under pressure
• Hands-on experience with AI/ML inference pipelines, computer vision systems, or video analytics platforms
• Familiarity with cloud infrastructure and observability tooling (AWS/Azure/GCP, Datadog, Grafana, etc.)
• Background in warehouse, logistics, manufacturing, or industrial environments
• Relevant certifications (Network+, Security+, AWS Cloud Practitioner)