Technical Support Escalation Engineer (West Coast) - US
Job Overview
Job Title
Technical Support Escalation Engineer (West Coast) - US
Company
Neat
Location
United States
Job Type
Full-Time
Experience
Entry Level
About This Role
We are looking for a Technical Support Escalation Engineer to support our customers with Neat hardware and software products. The ideal candidate will be a keen problem-solver with a strong ability to investigate complex issues and a genuine interest in technology.
Requirements
- 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.
Benefits
- Medical, dental, and vision insurance
- 401(k) plan
- Unlimited PTO policy
Originally posted on Himalayas
Why This Job Might Be a Good Fit
- Fully remote full-time position
- Entry Level support role at Neat
- Open to candidates in United States
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Frequently Asked Questions
Is this position fully remote?
Yes, this role is listed as a remote position. You can work from anywhere within the specified location requirements.
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About Neat
Neat