remote
Technical Support Escalation Engineer - Neat
Software Engineer
Senior engineer focused on rapid issue resolution for a cutting‑edge video‑communications platform, leveraging Python, Node.js, AWS, and Linux to diagnose and resolve complex customer problems during West Coast business hours.
About the role
Key Responsibilities
- Diagnose and resolve high‑severity technical issues escalated from Tier 1 support, ensuring minimal customer impact.
- Utilize Python and Node.js scripts to automate diagnostics and streamline root‑cause analysis.
- Collaborate with product, engineering, and DevOps teams to reproduce, triage, and fix bugs in a cloud‑native environment.
- Maintain and enhance troubleshooting playbooks, knowledge base articles, and internal documentation.
- Participate in on‑call rotations and provide 9:00 am–5:00 pm PT coverage for West Coast customers.
Requirements
- 3+ years of experience in technical support or engineering roles within SaaS or cloud‑based products.
- Proficient in Python, Node.js, and Linux command‑line tools.
- Strong understanding of AWS services (EC2, S3, CloudWatch) and networking concepts.
- Excellent communication skills and a customer‑centric mindset.
- Ability to work independently and collaboratively in a fast‑paced, remote environment.
Skills
pythonnodejsawslinux