Technical Support Engineer

The Opportunity

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 recognised 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.

This is a remote position, and candidates will need to be physically located in the UK.

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.