Support Escalation Engineer - Remote, USA

Join TeamViewer, the leader in remote connectivity software. We harness the potential of cutting-edge technologies such as Augmented Reality and Artificial Intelligence to push the boundaries of innovation and shape the future of digitalization.

Our team of more than 1,500 employees spans different continents, cultures and disciplines. With our inclusive values, we celebrate the unique perspectives and talents each individual brings to the table and foster a dynamic work environment where new ideas thrive.

Become part of our winning team and help us create a world that works better.

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

Job Responsibilities:

• 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.

Additional:

• 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:

• Work location: Remote, USA
• Competitive compensation
• 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 team events and companywide celebrations
• Open door policy, business casual dress code, frequent all Hands and Leadership Lunches
• 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.