Network IT Specialist

📋 Description

• Own escalated Tier 2 technical cases across networking, firewall configuration, hardware
• Diagnose root cause through systematic troubleshooting and isolation techniques in complex customer
• Escalate issues to Product and Engineering with clear reproduction steps, technical context, impact
• Identify recurring hardware or platform failure patterns and proactively surface trends and
• Maintain clear, proactive communication with customers and internal stakeholders on status
• Meet SLA commitments for escalated tickets while proactively identifying and escalating risks

🎯 Requirements

• 3+ years in a Tier 2, escalation, or advanced technical support role within SaaS, IoT, AV, media
• Strong networking fundamentals, including TCP/IP, VLANs, firewall configuration, and connectivity
• Hands-on experience troubleshooting hardware and device-level issues
• Skilled at structured problem solving and systematic root-cause analysis
• Strong written and verbal communication skills with both technical and non-technical audiences
• Experience with Zendesk or similar support platforms, including workflow configuration or

🎁 Benefits

• Equity
• Benefits for all team members