About this role

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.

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.

Technical Support Escalation Engineer

Key skills