Technical Support Escalation Engineer – West Coast

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $75k - $90k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Neat

WebsiteLinkedInAll Job Openings

201 - 500 employees

🔧 Hardware

⚡ Productivity

📡 Telecommunications

Hardware • Productivity • Telecommunications

Neat is a technology company that designs simple and elegant video devices to enhance video communications in meeting spaces. Founded in 2019, Neat focuses on creating products that enable rich and meaningful experiences for people in professional environments. The company supports remote work with a passion for improving meeting spaces and is backed by a diverse, creative, and international team. Neat aims to take video communications to a new level through innovative product design.

📋 Description

• Handle Level 3 incident tickets end-to-end, ensuring timely resolution in line with SLAs. • Work with Problem Managers to identify root causes, support trend analysis, and drive permanent fixes. • Manage urgent and high-priority customer engagements, driving timely solutions. • Work closely with R&D on troubleshooting, reproducing issues, and analysing logs. • Create and maintain product knowledge-base articles and internal tools to support both customers and Neat teams.

🎯 Requirements

• Strong technical aptitude to understand, analyse, and reproduce complex customer issues. • Excellent written and verbal communication skills, with the right temperament for a customer-facing role. • Ability to grasp new technologies quickly, a willingness to learn, and genuine enthusiasm for troubleshooting. • Strong team working skills, while also being self-motivated and proactive. • Good academic background in engineering, science, mathematics, or similar fields. • A solid understanding of TCP/IP networking is desirable. • Programming knowledge (e.g. Python, C/C++) is useful.

🏖️ Benefits

• medical, dental, and vision insurance • a 401(k) plan • unlimited PTO policy