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