Escalation Engineer
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?
Responsibilities
As Escalation Engineer you will deliver excellent customer and technical service experience to TeamViewer customers, TeamViewer partners and TeamViewer technical community. In this role you will report to Escalation Team Manager and will be supporting, troubleshooting TeamViewer software and services deployed in TeamViewer customers, partners globally. We are looking for someone who is able to self-learn and absorbed our training courses quickly, be creative and adapt to changing processes, show excellence and pride in all aspects of work.
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.
Creating detailed knowledge Base articles
Participation in TeamViewer User Community
Keeping self-skills updated
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.
The role is extremely customer focused and involves technically supporting TeamViewer solutions (current and new software releases) in a wide variety of customer environments.
Supporting the customers to ensure customer issues receive appropriate response and activity from 1E Support and Development is essential to ensure the timely resolution of critical situation incidents and concern.
Technical knowledge of current and future TeamViewer products and technologies is essential to maintain a good working knowledge of TeamViewer products and solutions. Full training and certification is provided, with regular and ongoing updates.
Notifying our customers of product release times, hotfixes and updates helps keep our customers TeamViewer Solutions investment patched and current.
Requirements
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
What we offer
Onsite Onboarding in our HQ office for an optimal start
Great compensation and benefits packages including company achievement bonus or sales bonus
Regular Team events and company-wide celebrations
Remote and Flexible work time
Work From Abroad Program allowing up to 40 days of work outside your contracting country
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.
Recommended Jobs
Digital Data Privacy Counsel
A fantastic opportunity to join a major player in the retail and consumer market as a Digital Data Privacy Counsel. This is a varied role that sits across all areas of Data Privacy and Digital mar…
EA To Director - Think Tank
On behalf of our client, we are looking for a super charged EA to support the Director of a prestigious political think tank. This is a fantastic opportunity for someone who has an interest in Politi…
Talent Acquisition
TL;DR : This is not a conventional recruiter role. You'll be our first recruiting hire at Conduct, defining how we think about talent acquisition from scratch, owning the process end-to-end across e…
Maths Teacher - Independent School - Barnet
Exciting opportunity for a highly motivated Maths Teacher to join a prestigious Independent School in Barnet, North London, starting January 2026. The permanent, full-time role is within a top-tier f…
Chemistry Teacher (Maternity Cover) - Barnet |...
We are working with an Ofsted-rated "Outstanding" mixed secondary school in Barnet recruiting for a Chemistry Teacher. This is a full-time maternity cover position starting ASAP. The Role You wil…
Senior Reconciliations Analyst
Role overview: Senior Reconciliations Analyst Waterloo - Hybrid Working Full Time Permanent Grade 4 At Currys we’re united by one passion: to help everyone enjoy amazing tech…
Phd Studentship - Strand, London, WC2R 2LS
PHD Studentship - Strand, London, WC2R 2LS Revolutionising Infection Diagnosis Through Targeted Radiometal Imaging Background of the Project: People with conditions like heart disease, di…
HR Business Partner
Job Title :HR Business Partner Job Category : Interims Location : Town Hall, London Borough of Havering Hours Per Week :36.00 Start Date :Immediate Start Start Time :09:00 End Time : …
French Specialist Tutor | Remote | Flexible | Independent
We are searching for an innovative and energetic private tutor to join our excellent team of UK tutors. At our company, we're looking for a student or a graduate to help our pupils to achieve t…