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About the Role

As an Escalation Engineer, you will provide excellent customer and technical service to TeamViewer customers, partners, and the technical community. You will support and troubleshoot TeamViewer software and services globally, requiring self-learning, creativity, and adaptability. The role is customer-focused, involving technical support for TeamViewer solutions in diverse customer environments.

Responsibilities

• Investigate new or existing incidents by replicating the issue in-house and discussing with peers.
• Resolve incidents through investigation or escalate to third-line support.
• Ensure customer incidents receive appropriate response and activity.
• Maintain communication between TeamViewer and 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.
• Facilitate customer readiness and skills transfer through training and professional service offerings.
• Create detailed Knowledge Base articles.
• Participate in the TeamViewer User Community.
• Keep personal skills updated.
• Provide technical support for TeamViewer's customers for all TeamViewer Applications.
• Collect necessary information and logs to identify root causes.
• Resolve all incidents within the allocated SLA.
• Collaborate with Sustained Engineering support to resolve incidents promptly.
• Work with the Site Reliability Team to support the growing SaaS customer base.
• Contribute to the TeamViewer Support Knowledge Base.
• Support customers to ensure their issues receive appropriate response and activity from 1E Support and Development.
• Notify customers of product release times, hotfixes, and updates to maintain current patching of TeamViewer Solutions.

Requirements

• Ability to work independently and collaboratively to achieve objectives.
• Influencing and collaboration skills to achieve objectives with other company departments.

Skills

• Knowledge of Microsoft Azure technologies
• Knowledge in Microsoft System Center Configuration Manager (SCCM)
• Knowledge in Windows Server Enterprise environments
• Knowledge in virtualization technologies HyperV
• IIS Configuration and Troubleshooting
• T-SQL, Basic queries
• Scripting basics

Location

• HQ office

Work Type

• Onsite Onboarding
• Remote
• Flexible work time
• Work From Abroad Program

Benefits

• Great compensation and benefits packages
• Company achievement bonus or sales bonus
• Regular Team events and company-wide celebrations

About the Company

• 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.
• Hundreds of millions of users around the world and around 645,000 customers across all industries rely on our solutions.
• 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.

Equal Opportunity

• We celebrate diversity as one of core values, join and drive one of the c-a-r-e initiatives together with us!
• TeamViewer is an equal opportunities employer and is committed to building an inclusive culture where everyone feels welcome and supported.
• We C-A-R-E and understand that our diverse, values-driven culture makes us stronger.
• As we continue to grow as a company, we also focus on enabling our employees to grow both personally and professionally.
• We are proud to have an open and embracing workplace environment that will empower you to be your best no matter your gender, civil or family status, sexual orientation, religion, age, disability, education level, or race.
• If you require any accommodations or adjustments during the application or hiring process, including interview or onboarding support, please reach out to your Talent Acquisition Partner, who will be happy to support you.