Technical Support Escalation Engineer (West Coast) - US

Neat is a Norwegian startup focused on innovating video communication technologies. They are seeking a Technical Support Escalation Engineer to provide Level 3 support for their hardware and software products, working closely with R&D to resolve complex customer issues and manage urgent escalations.

Responsibilities:

• 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
• Recent graduate with a Bachelor's or Master's degree from a top-ranked university, with at least a 2:1 (or equivalent) in Computer Science, Engineering, Mathematics, or Sciences
• Strong academic performance and ability to demonstrate technical depth
• A solid understanding of TCP/IP networking is desirable
• Programming knowledge (e.g. Python, C/C++) is useful