Network IT Specialist

📋 Description

• Own escalated Tier 2 networking, firewall, hardware, and connectivity issues.
• Diagnose root cause via systematic troubleshooting in complex environments.
• Escalate issues to Product/Engineering with repro steps, context, and data.
• Identify recurring patterns; surface trends and recommendations.
• Maintain proactive communication with customers and stakeholders; meet SLAs.
• Participate in on-call rotation for enterprise escalations.

🎯 Requirements

• 3+ years in Tier 2 escalation or advanced technical support (SaaS/IoT/AV).
• Strong networking: TCP/IP, VLANs, firewall configuration, connectivity.
• Hands-on hardware and device-level troubleshooting.
• Experience with Zendesk or similar platforms and workflows.
• Comfortable in fast-paced, cross-functional environments.
• Exposure to AI-enabled tooling or Copilot-style systems.

🎁 Benefits

• Equity and comprehensive benefits package.
• Remote-friendly, flexible work arrangement.
• Opportunity to shape Zendesk AI Co-Pilot and workflows.
• Collaborative culture across Product, Eng, CS, and Sales.
• Career growth through internal docs and playbooks.
• Impact enterprise-level customer outcomes.