Technical Escalation Engineer

The Opportunity  

Join Mersive's award-winning team as a Technical Escalation Engineer, helping build wireless collaboration products that transform meetings worldwide. You'll address advanced escalated customer issues across diverse infrastructures, acting as a bridge between customers and our internal teams. This role is highly technical, involving troubleshooting hardware, software, and firmware while ensuring customer success. 

Why Mersive 

• Be part of a highly skilled team supporting the early stages of a new product. 
• Hybrid work model (up to 3 days in the office in Poznań per week). 
• Competitive salary up to 19,000 PLN gross per month on an employment contract. 
• Collaborative, authentic, and innovation-driven company culture. 
• Flexible benefits package with a monthly top-up of 400 PLN. 

Key Responsibilities

• Inbound case management and outgoing customer engagement during US business hours (typically 3pm – 12am CEST). 
• Hardware, software and firmware troubleshooting. 
• Data analysis across multiple OS platforms (Windows, Mac, iOS & Android). 
• Assistance with inbound phone support and chat may be requested. 
• Help team members meet or exceed Service Level Objectives/Agreements. 
• Leads by example, mentoring others and constantly shares knowledge. 
• Identify, test and document possible trends to be escalated to engineering. 

Required Qualifications/Experience

• 5+ years of technical support experience, ideally within Networking/MSP environments 
• 2+ years of experience in Tier 2 or Tier 3 escalation management 
• Technical degree or equivalent experience, with relevant networking certifications (Net+, CCNA, JNCIA, CMNO, CMNA, NSE) 
• Strong understanding of network protocols (TCP/IP, DNS, NTP) and the ability to analyze network topologies and RF analysis outputs 
• Extensive troubleshooting experience with hardware, software, and firmware 
• Proven ability to parse log data and perform event correlation for issue resolution 
• Excellent communication and soft skills, with the ability to manage escalated customer situations 
• Passion for mentoring and training both new hires and experienced team members 
• Detail-oriented, with strong project management skills and the ability to work in dynamic, fast-paced environments 

Desired Qualifications/Experience 

• Experience with video and multimedia streaming technologies 
• Advanced understanding of AV equipment and functionality 
• Familiarity with CRM tools such as Salesforce and defect tracking systems like Jira 
• Bachelor’s degree in Computer Science, MIS, CIS, or equivalent experience

Recruitment Process 

1. CV Screening
2. Initial conversation (45 min) 
3. Manager interview (60 min)
4.  
5. Team interview (60min)

Recruitment holder: (1) Gosia Piosik | LinkedIn