Support Escalation Engineer

About TeamViewer

TeamViewer provides a leading Digital Workplace platform that connects people with technology—enabling, improving and automating digital processes to make work work better. Our software solutions harness the power of AI and shape the future of digitalization.

We believe that our diverse teams and strong company culture are key to the success of our products and technologies, that hundreds of millions of users around the world and around 645,000 customers across all industries rely on. With more than 1,900 employees worldwide, we celebrate the unique perspectives and talents that each individual brings to the table and foster a dynamic work environment where new ideas thrive. Are you ready to join our team and make an impact?

Your Role as a Support Escalation Engineer

As a Support Escalation Engineer, you will deliver excellent customer and technical service experience to TeamViewer customers, partners, and the technical community. Reporting to the Escalation Team Manager, you will be supporting and troubleshooting TeamViewer software and services deployed globally. We are looking for someone who is able to self-learn, quickly absorb training, be creative, adapt to changing processes, and show excellence in all aspects of work.

Key Responsibilities

• Investigate new or existing incidents by replicating issues in-house and discussing with peers.
• Resolve incidents from investigation or escalate to third-line support.
• Ensure customer incidents receive appropriate response and activity.
• Maintain continuous communication between TeamViewer and customers throughout the incident lifecycle.
• Manage the timely resolution of critical incidents.
• Develop and maintain detailed working knowledge of current and future TeamViewer products and Microsoft technologies.
• Ensure customers are on the latest version and patch level.
• Ensure customer readiness and skills transfer through training and professional service package offerings.
• Create detailed knowledge base articles.
• Participate in the TeamViewer User Community.
• Keep personal skills updated.

Requirements for the Support Escalation Engineer Role

• Provide technical support to TeamViewer's customers for all TeamViewer Applications.
• Collect all necessary information and logs to help identify the root cause.
• Resolve all incidents within the allocated SLA.
• Work closely with Sustained Engineering support to help resolve incidents in a timely fashion.
• Collaborate closely with the Site Reliability Team on supporting our growing SaaS customer base.
• Contribute to the TeamViewer Support Knowledge Base.
• This role is extremely customer-focused and involves technically supporting TeamViewer solutions (current and new software releases) in a wide variety of customer environments.
• Supporting customers to ensure issues receive appropriate response and activity from 1E Support and Development is essential for timely resolution of critical situations.
• Technical knowledge of current and future TeamViewer products and technologies is essential; full training and certification are provided, with regular updates.
• Notify customers of product release times, hotfixes, and updates to keep their TeamViewer Solutions investment current.

Additional Qualifications

• Knowledge of Microsoft Azure technologies.
• Knowledge in Microsoft System Center Configuration Manager (SCCM).
• Knowledge in Windows Server Enterprise environments.
• Knowledge in virtualization technologies (Hyper-V configuration and troubleshooting).
• T-SQL, basic queries.
• Scripting basics.
• Ability to work independently and collaborate with others to achieve objectives.
• Influencing and collaboration skills for achieving objectives across departments.

What TeamViewer Offers

• Work location is Remote, USA.
• Competitive compensation including stock-based options.
• Flexible PTO and paid holidays.
• 401(k) with employer matching.
• Comprehensive Health insurance package including 100% employer-paid medical coverage.
• Up to 12 weeks of Parental Leave.
• Basic Life Insurance, Short-Term & Long-Term Disability, 100% employer-paid.
• Quarterly teambuilding events, leadership luncheons, and company-wide “All Hands” meetings.
• Open door policy and casual dress code.
• TeamViewer celebrates diversity as a core value and fosters an inclusive culture where everyone feels welcome and supported.

Key skills/competency

• Customer Service
• Technical Support
• Incident Management
• Problem Replication
• SaaS Support
• Microsoft Azure
• SCCM
• Windows Server
• Hyper-V
• Knowledge Base Management