Escalation Engineer

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Provide outstanding customer and technical service experiences to TeamViewer clients, partners, and the technical community.

• Report to the Escalation Team Manager while supporting and troubleshooting TeamViewer software and services used by customers and partners worldwide.

• Investigate new or existing incidents by replicating issues in-house and collaborating with colleagues.

• Resolve incidents from investigations or escalate them to the third line of support as necessary.

• Ensure that customer incidents receive timely responses and appropriate actions.

• Maintain open communication between TeamViewer and our customers throughout the lifecycle of an incident.

• Manage the prompt resolution of critical incidents.

• Develop and sustain a comprehensive understanding of current and upcoming TeamViewer products and Microsoft technologies.

• Verify that customers are using the latest versions and patch levels of our software.

• Facilitate customer readiness and knowledge transfer through training and professional service offerings.

• Create detailed knowledge base articles.

• Engage with the TeamViewer User Community.

• Continuously update personal skills.

⛳️ Requirements

• Provide technical support for all TeamViewer applications for our customers.

• Gather all essential information and logs to assist in identifying root causes.

• Resolve all incidents within the designated service level agreement (SLA).

• Collaborate closely with Sustained Engineering support to ensure timely incident resolution.

• Work in partnership with the Site Reliability Team to support our expanding SaaS customer base.

• Contribute to the TeamViewer Support Knowledge Base.

• Possess technical knowledge of current and future TeamViewer products and technologies.

• Have familiarity with Microsoft Azure technologies.

• Understand Microsoft System Center Configuration Manager (SCCM).

• Have knowledge of Windows Server Enterprise environments.

• Be knowledgeable in virtualization technologies like HyperV.

• Be familiar with IIS configuration and troubleshooting.

• Have basic skills in T-SQL and query writing.

• Understand basic scripting.

• Demonstrate the ability to work independently while also collaborating with others as required to achieve desired outcomes.

• Exhibit influencing and collaboration skills to meet objectives with other departments within the company.

🏝️ Benefits

• Competitive compensation and benefits packages, including achievement bonuses or sales bonuses.

• Flexible and remote working options.

• Work From Abroad Program, allowing up to 40 days of work outside your contracting country.

• Onsite onboarding at our HQ office for an optimal start.

• Regular team events and company-wide celebrations.