Senior Technical Support & Escalation Lead

Neumo; West Jordan (UT); On-site; USD 60,000 - 90,000; Full time

Job summary

The Senior Customer Support Specialist at Neumo provides advanced technical support for multiple Neumo products, leveraging independent judgment to solve complex issues and lead support initiatives.

You will troubleshoot across Core and Applications platforms, collaborate with engineering, QA and product management, guide escalation handling, and help deliver best-in-class service to customers. This role is based in Utah on-site.

Qualifications

• 4+ years of experience evaluating Core products or 5+ years with Applications in SaaS environments.
• Bachelor's degree in Computer Science, MIS, or equivalent; deep understanding of Neumo products (functional and technical).
• Experience managing multiple projects or tickets in fast-paced settings.
• Experience leading projects or mentoring junior staff.

Responsibilities

• Provide advanced troubleshooting and technical support for multiple Neumo products.
• Serve as escalation point for complex inquiries, ensuring timely resolution and satisfaction.
• Use independent judgment to identify solutions for complex problems.
• Lead or contribute to support-related projects and process improvements.
• Collaborate with engineering, QA, and product management to resolve escalated issues.
• Assist with installation, maintenance, and guidance for Neumo customers.

Skills

Advanced technical troubleshooting

Independent judgment

Project leadership

Escalation management

Education

Bachelor's degree in Computer Science, MIS, or equivalent

Tools

Jira

Salesforce

Zendesk

Microsoft Office

Slack

Job description

The Senior Customer Support Specialist at Neumo provides advanced technical support for multiple Neumo products, leveraging independent judgment to solve complex issues and lead support initiatives.

You will troubleshoot across Core and Applications platforms, collaborate with engineering, QA and product management, guide escalation handling, and help deliver best-in-class service to customers. This role is based in Utah on-site.