Support Escalation Engineer - Remote, USA

TeamViewer Germany GmbH • Clearwater, FL

27d • Remote

About The Position

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
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.
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 virtualization 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

Requirements

• 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
• 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

Responsibilities

• 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.
• 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.
• Notifying our customers of product release times, hotfixes and updates helps keep our customers TeamViewer Solutions investment patched and current.

Benefits

• Competitive compensation including stock-based options
• 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 teambuilding events, leadership luncheons, and companywide “All Hands” meetings
• Open door policy and casual dress code

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed