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Technical Support Escalation Engineer at Neat | JobVerse
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Technical Support Escalation Engineer
Neat
Remote
Website
LinkedIn
Technical Support Escalation Engineer
United States
Full Time
2 hours ago
$75,000 - $90,000 USD
Apply Now
Key skills
Python
TCP/IP
C++
C
R
Communication
About this role
Role Overview
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.
Tech Stack
Python
TCP/IP
Benefits
medical
dental
vision insurance
401(k) plan
unlimited PTO policy
Apply Now
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