• Provide advanced technical support and troubleshooting for telecom and networking solutions. • Analyze, diagnose, and resolve complex technical issues across multiple technologies and platforms. • Review, validate, and implement detailed technical designs and solutions. • Lead technical assessments, solution delivery, and customer engagements. • Coordinate installations, upgrades, migrations, and deployments of enterprise technology solutions. • Investigate network performance issues using packet analysis tools such as Wireshark and PCAP traces. • Collaborate with customers, project teams, and engineering groups to identify requirements and deliver effective solutions. • Provide technical guidance and mentorship to team members and stakeholders. • Develop and maintain technical documentation, knowledge articles, and best practices. • Participate in knowledge-sharing initiatives and contribute to continuous improvement efforts. • Support customer escalations and participate in on-call rotations as needed. • Assist with pre-sales activities, technical proposals, and solution recommendations. • Stay current with emerging technologies, telecom standards, and industry trends.

• Monitor production systems, operational workflows, dashboards, alerts, and work queues to ensure timely processing and service delivery. • Troubleshoot and resolve routine operational and application-related issues using established procedures and support documentation. • Perform daily operational support activities to maintain service levels and operational effectiveness. • Review system activity, operational reports, and workflow queues to identify exceptions, processing delays, and recurring issues. • Escalate complex incidents and production issues to appropriate technical or operational teams while maintaining communication and follow-up through resolution. • Collaborate with business and technology teams to resolve production-related issues. • Create, maintain, and update process documentation, knowledge base articles, troubleshooting guides, and standard operating procedures. • Document incidents, service requests, issue resolutions, and operational activities in designated tracking systems. • Assist with testing, validation, and implementation activities associated with system enhancements, process improvements, and production releases. • Support operational reviews by providing information regarding recurring issues, service impacts, and workflow observations. • Identify and communicate opportunities to improve operational efficiency, service quality, and process consistency. • Adhere to established operational procedures, service level agreements, security requirements, and company policies.

• Own resolution of the most complex, high-severity escalations across Voxel's platform, including issues spanning edge hardware, networking, AI inference, and cloud infrastructure. • Conduct root cause analysis at the code, configuration, and infrastructure level, partnering directly with Engineering to drive permanent fixes. • Act as the authoritative technical escalation point for Tier 2, Customer Success, and Solutions Engineering teams. • Interface directly with enterprise customer IT, security, and engineering stakeholders during critical incidents, providing clear communication and decisive guidance. • Contribute to platform improvements by identifying systemic failure patterns and advocating for engineering investments that reduce support burden. • Define and maintain advanced troubleshooting frameworks, escalation criteria, and internal knowledge resources for the broader support organization. • Drive post-incident reviews and ensure learnings are documented and acted upon across teams. • Participate in on-call rotations for critical escalations and high-priority customer environments.

• Own and resolve escalated technical issues from Tier 1, serving as the primary point of escalation for complex platform, network, and hardware-related problems. • Conduct deep-dive troubleshooting across Voxel's edge AI platform, including device connectivity, camera configurations, network infrastructure, and software behavior. • Collaborate closely with Customer Success Managers to communicate issue status, set expectations, and ensure timely resolution for enterprise accounts. • Reproduce and document bugs, and work with Engineering and Product to prioritize and resolve root causes. • Develop and maintain internal troubleshooting guides, runbooks, and knowledge base articles to improve team efficiency and enable Tier 1 deflection. • Identify patterns in support issues and surface systemic recommendations to improve platform reliability and deployment quality. • Participate in on-call rotations as needed to support critical customer environments.