NetworkITSpecialist

As the Network IT Specialist at Rockbot, you’ll serve as the technical backbone of Rockbot’s 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. You’ll own Rockbot’s 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, you’ll help optimize how support operates at scale — improving triage, workflows, agent efficiency, self-service experiences, and data quality. Just as importantly, you’ll 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. You’ll partner closely with the Director of Support and cross-functional teams across Product, Engineering, Customer Success, and Sales, bringing a practitioner’s perspective to how we configure and optimize the systems the team relies on. What You’ll 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 pa