Technical Support Escalation Engineer (West Coast) - Remote US

Location: Remote, based in the contiguous United States

Hours: West Coast US coverage from 9:00am PT - 5:00pm PT.

Technical Support Escalation Engineer

Do you have a passion for problem solving? Are you interested in technology and innovation?

If yes, come and join us at Neat and be part of the trailblazing Norwegian startup!

Created by a team that for decades have shaped game-changing innovations for some of the most recognized brands in video communications, the Neat team is creating an unparalleled meeting room experience for our customers.

We are actively looking for Graduate Technical Support Engineers whose primary responsibility will be to support our customers with Neat hardware and software products. This is a Level 3 Technical Support Role, where you will be supporting customers directly through our Service Management platform. The role involves working closely with R&D in investigating issues, managing urgent escalations, and performing hands-on QA testing.

The ideal candidate will be 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 very early in your career, and develop deep technical knowledge.

Primary 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.

Skills Required

• 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.

Education Background

• 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.

Compensation & Benefits

Pay Range: $75k – $90k annual salary. Actual compensation will be determined based on factors such as the candidate’s relevant experience, skills, and internal equity. This position is eligible for our comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) plan, and an unlimited PTO policy.

Why Join Neat?

At Neat, you’ll be part of a passionate team shaping the future of video collaboration. You’ll have the unique opportunity to represent our brand directly to global audiences and play a key role in how customers experience Neat.

We’re looking for passionate people who work hard and are focused yet like to have fun. The independent thinkers who thrive in a top-notch team of diverse talents. You’ll be contributing to a positive force for progress as the world moves to a new way of working. The workplace is changing, and you can be a part of shaping that future.

Our Company

Neat brings people together with beautifully simple, versatile video devices and experiences. By minimizing the physical and virtual divide, we enable everyone to feel more connected, present and understood, however they prefer to work. We aim to make our technologies so intuitive that terms like "in-office" and "remote" will seem obsolete in five years. Neat's pioneering portfolio addresses the needs of today's workplace and natively supports Microsoft Teams, Zoom, Google Meet, and a range of compelling business apps.

We are an ambitious, accountable, collaborative, responsible, and growing team that fosters an environment where creativity and ingenuity can flourish. We strive to bring out the best in our Neaters and make amazing products and experiences. We are based in Oslo with Neaters working all over the world.