Escalation Engineer

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TeamViewer

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🤝 B2B

🏢 Enterprise

💰 Series unknown on 2009-02

SaaS • B2B • Enterprise

TeamViewer is a software company that provides secure, cloud-based remote access, remote support, and digital employee experience (DEX) tools for IT teams and enterprises. Its platform combines remote control, endpoint monitoring and management, automated remediation, and augmented reality workflows for frontline operations — with integrations into systems like Microsoft Intune, ServiceNow, and Salesforce. TeamViewer targets businesses of all sizes with specialized enterprise offerings (Tensor, DEX, Frontline), emphasizing security, compliance, and scalable device management.

📋 Description

• Deliver excellent customer and technical service experience to TeamViewer customers, TeamViewer partners and TeamViewer technical community • Report to Escalation Team Manager and support, troubleshoot TeamViewer software and services deployed in TeamViewer customers, partners globally • Investigate new or existing incidents by replicating the issue in house and discussing with peers • Resolve incident from investigation or escalate to third line support • Ensure customer incidents receive appropriate response and activity • Keep communication flowing between TeamViewer and our customers throughout the incident lifecycle • Manage 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 the provision of training, professional service package offerings • Create detailed knowledge Base articles • Participate in TeamViewer User Community • Keep self-skills updated

🎯 Requirements

• Technical support for 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 • Working closely with Sustained Engineering support to help resolve incidents in a timely fashion • Working closely with the Site Reliability Team on Supporting our growing SaaS customer base • Contributing to the TeamViewer Support Knowledge Base • Technical knowledge of current and future TeamViewer products and technologies • Knowledge of Microsoft Azure technologies • Knowledge in Microsoft System Center Configuration Manager (SCCM) • Knowledge in Windows Server Enterprise environments • Knowledge in virtualisation technologies HyperV • IIS Configuration and Troubleshooting • T-SQL, Basic queries • Scripting basics • Ability to work independently and to collaborate with others as required, to achieve desired objectives • Influencing and collaboration skills to achieve objectives with other company departments

🏖️ Benefits

• Great compensation and benefits packages including company achievement bonus or sales bonus • Remote and Flexible work time • Work From Abroad Program allowing up to 40 days of work outside your contracting country • Onsite Onboarding in our HQ office for an optimal start • Regular Team events and company-wide celebrations