Technical Support Engineer

Job Summary

Supporting customers with Neat hardware and software products, the full-time remote Technical Support Escalation Engineer will manage Level 3 incident tickets, collaborate with R&D on troubleshooting, and handle urgent customer engagements while working West Coast hours.

Key responsibilities

• Handle Level 3 incident tickets end-to-end, ensuring timely resolution in line with SLAs
• Work with Problem Managers to identify root causes and drive permanent fixes
• Create and maintain product knowledge-base articles to support customers and internal teams

Required qualifications

• Recent graduate with a Bachelor's or Master's degree in Computer Science, Engineering, Mathematics, or Sciences
• Strong technical aptitude to understand and analyze complex customer issues
• Solid understanding of TCP/IP networking is desirable
• Programming knowledge (e.g., Python, C/C++) is useful
• Ability to grasp new technologies quickly and demonstrate enthusiasm for troubleshooting