Network IT Specialist

Rockbot is an omnichannel media technology company focused on improving customer and employee experiences in physical spaces.

Its platform enables businesses to centrally manage music, television, digital signage, and advertising across their locations.

Rockbot serves organizations ranging from independent businesses to large national brands across industries such as retail, restaurants, hospitality, and entertainment.

The company provides businesses with the technology and licensed content required to create engaging on-site media experiences.

Backed by investors including Google and Universal Music Group, Rockbot is building technology designed to modernize how businesses manage and deliver out-of-home media.

About the Role

Rockbot is seeking an experienced Network IT Specialist to handle advanced technical escalations and help strengthen the company’s overall support infrastructure.

This is a highly hands-on technical position intended for someone who enjoys investigating difficult problems, working with complex network environments, and developing long-term solutions rather than simply resolving individual tickets.

You will take ownership of some of Rockbot’s most challenging support cases involving networking, firewalls, connectivity, hardware, media players, and enterprise environments.

The position also plays an important role in Rockbot’s evolving AI-powered support operations. Working with tools such as Zendesk AI Co-Pilot, you will help improve ticket triage, automation, agent workflows, self-service capabilities, and support-data quality.

You’ll work closely with the Director of Support as well as teams across Product, Engineering, Customer Success, and Sales.

Key Responsibilities

Tier 2 Technical Support & Escalations

• Take ownership of advanced Tier 2 cases involving networking, hardware, firewall configurations, connectivity problems, player installations, and platform-related issues.
• Investigate complex technical problems using structured troubleshooting and isolation techniques.
• Identify underlying causes rather than relying on temporary fixes.
• Escalate appropriate issues to Product and Engineering with detailed reproduction steps, supporting evidence, impact assessments, and technical context.
• Identify recurring hardware, network, or platform failures and recommend longer-term solutions.
• Keep customers and internal stakeholders informed about investigation progress, expected timelines, and resolution plans.
• Maintain SLA requirements for escalated support cases.
• Identify potential escalation risks before they significantly affect customers.
• Participate in an on-call rotation, including occasional evening, weekend, and holiday support for important enterprise incidents.

Enterprise Customer Support

• Serve as a technical resource for strategic and enterprise customers operating complicated or customized environments.
• Assist pilot and trial customers with technical validation, deployment, and troubleshooting.
• Participate in customer meetings, dedicated Slack channels, and account reviews where technical expertise is required.
• Collaborate with Customer Success and Sales teams to identify technical risks that could affect customer satisfaction or account health.
• Provide practical implementation guidance for challenging customer environments.

AI & Support Operations

• Assist with the implementation, administration, and continued optimization of Zendesk AI Co-Pilot and related support technologies.
• Improve intelligent ticket triage and routing processes.
• Develop more efficient agent-assistance workflows.
• Identify opportunities for support automation.
• Improve customer self-service experiences.
• Maintain accurate, structured, and useful support data.
• Provide hands-on technical feedback when evaluating new support technologies and workflows.
• Help develop scalable support processes as Rockbot’s customer base grows.

Knowledge Management & Team Support

• Develop and maintain troubleshooting documentation, escalation procedures, and internal technical playbooks.
• Create and improve Help Center articles covering frequently encountered technical problems.
• Serve as an advanced technical resource for Tier 1 support specialists.
• Coach other support team members through difficult cases.
• Help colleagues develop stronger diagnostic and troubleshooting techniques rather than simply providing answers to individual problems.
• Improve documentation and internal processes based on lessons learned from escalations.

Data, Insights & Product Improvements

• Analyze technical escalations to identify recurring issues and broader failure patterns.
• Detect opportunities for product, hardware, network, and operational improvements.
• Contribute technical insights and relevant metrics to monthly Support reporting.
• Use data to recommend fixes for problems affecting customers.
• Proactively identify emerging clusters of technical issues before they develop into widespread incidents.
• Represent customer technical concerns when collaborating with Product and Engineering teams.