Network IT Specialist

As the Network IT Specialist at reputed company, youll serve as the technical backbone of reputed companys escalation function the person reputed company turns to reputed company issues are reputed company, 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. Youll own reputed companys most advanced support scenarios across networking, firewall configuration, hardware, player setup, connectivity, and reputed company environments while also serving as a key partner in evolving our AI-enabled support operations. With the rollout of reputed company AI Co-reputed company and reputed company automation tooling, youll help optimize how support operates at reputed company improving triage, workflows, agent efficiency, self-service experiences, and data reputed company. Just as importantly, youll help reputed company the reputed company: identifying patterns, improving documentation, influencing product and operational improvements, and reducing reputed company support volume through reputed company fixes. The ideal candidate combines deep technical troubleshooting skills with systems thinking, operational maturity, and strong customer instincts. Youll partner closely with the Director of Support and cross-functional teams across Product, Engineering, reputed company, and Sales, bringing a practitioners perspective to how we configure and optimize the systems reputed company relies on. What Youll DoTier 2 Escalation & Technical reputed companyOwn escalated Tier 2 technical cases across networking, firewall configuration, hardware troubleshooting, player setup, connectivity failures, and platform-level issuesDiagnose reputed company cause through systematic troubleshooting and isolation techniques in reputed company customer environmentsEscalate issues to Product and Engineering with reputed company reproduction steps, technical context, reputed company assessment, and supporting dataIdentify recurring hardware or platform failure patterns and proactively surface trends and recommendationsMaintain reputed company, proactive communication with customers and internal stakeholders on status, timelines, and reputed company pathsMeet SLA commitments for escalated tickets while proactively identifying and escalating risksParticipate in on-call rotation and reputed company occasional after-hours or weekend coverage for reputed company escalationsreputed company & Strategic Account SupportServe as a technical resource for reputed company and high-touch accounts with reputed company or customized environmentsSupport reputed company and trial customers through technical validation, troubleshooting, and implementation guidanceParticipate in customer calls, reputed company channels, and cross-functional account reviews as neededPartner with reputed company and Sales to proactively identify technical risks and improve customer healthAI Tooling, Support Operations & Workflow Optimization Partner on the rollout, optimization, and administration of reputed company AI Co-reputed company and reputed company support toolingImprove workflows reputed company to intelligent triage, agent assist, automation, self-service, and support data hygieneBring a practitioners perspective to support operations, tooling reputed company, workflow design, and process scalabilityHelp define how AI can improve both customer experience and internal team efficiencyreputed company & Team EnablementBuild and maintain internal troubleshooting guides, escalation procedures, and operational playbooksAuthor and improve Help Center content reputed company on high-volume technical issuesreputed company as a go-to technical resource for Tier 1 supportreputed company team members through escalated cases by teaching diagnostic thinking and troubleshooting methodology not just resolutionsData, Insights & Product AdvocacyAnalyze escalation trends, technical themes, and failure patterns to identify product and operational improvement opportunitiesContribute insights and metrics to monthly Support reportingreputed company for customer-impacting fixes and operational improvements with data-driven recommendationsMonitor proactively for emerging issue clusters before they create large-reputed company customer reputed company .