Escalation Engineer

In this role you provide high-quality technical and customer service across TeamViewer’s software and services for global customers and partners. You will investigate and resolve incidents or escalate to senior support, maintaining clear communication throughout the lifecycle. You’ll build deep product and Microsoft technology knowledge, share learnings via knowledge bases, and support training and professional services. This position emphasizes customer impact, continuous learning, and cross-functional collaboration to keep systems patched and productive.

• onsite onboarding at HQ
• competitive compensation and bonus opportunities
• team events
• remote and flexible work options
• Work From Abroad program (up to 40 days)
• diversity and inclusive culture

• Investigate and replicate incidents to determine root causes
• Resolve incidents or escalate to third-line support as needed
• Maintain timely communication with customers during incident lifecycle
• Ensure software versions and patches are up to date for customers
• Create and maintain knowledge base articles
• Participate in TeamViewer User Community and internal knowledge sharing
• Provide training and professional service offerings to customers
• Collaborate with Sustained Engineering and Site Reliability teams to resolve issues efficiently

• Technical support experience for TeamViewer applications
• Ability to gather logs and information to identify root causes
• Experience meeting or exceeding SLA targets
• Knowledge of Microsoft Azure technologies
• Experience with SCCM, Windows Server environments, Hyper-V, IIS troubleshooting
• Scripting basics and basic SQL (T-SQL) queries
• Ability to work independently and collaborate with cross-functional teams
• Strong influencing and collaboration skills

• Customer-centric mindset
• Excellent communication and interpersonal skills
• Proactive learning and adaptability
• Microsoft Azure
• Microsoft System Center Configuration Manager (SCCM)
• Windows Server Enterprise