Technical Support Escalation Engineer (West Coast) - Remote US

Neat•Independence, KS

1d•$75,000 - $90,000•Remote

About The Position

Neat is seeking Graduate Technical Support Engineers for a Level 3 Technical Support Role. The primary responsibility will be to support customers with Neat hardware and software products through the Service Management platform. This role involves investigating issues in collaboration with R&D, managing urgent escalations, and performing hands-on QA testing. The ideal candidate is a keen problem-solver with a strong ability to investigate complex issues and a genuine interest in technology. As a graduate, you will work in a fast-paced environment on exciting new projects, take on responsibilities early in your career, and develop deep technical knowledge.

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.

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.