Support Escalation Engineer - Remote, USA

TeamViewer is a leading Digital Workplace platform that connects people with technology. The Support Escalation Engineer role focuses on delivering excellent customer and technical service experiences, troubleshooting issues, and ensuring timely resolution of incidents for TeamViewer customers and partners globally.

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
• 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:

• 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
• 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