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TeamViewer

Creating a world that works better

Escalation Engineer

EngineerEngineerFull TimeRemoteSeniorTeam 1,001-5,000H1B No SponsorCompany SiteLinkedIn

Location

United Kingdom

Posted

3 days ago

Salary

0

Seniority

Senior

High SchoolEnglishAzureSQL

Job Description

Escalation Engineer

TeamViewer

• Deliver excellent customer and technical service experience to TeamViewer customers, TeamViewer partners and TeamViewer technical community • Report to Escalation Team Manager and support, troubleshoot TeamViewer software and services deployed in TeamViewer customers, partners globally • 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 • Create detailed knowledge Base articles • Participate in TeamViewer User Community • Keep self-skills updated

Job 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
  • Technical knowledge of current and future TeamViewer products and technologies
  • 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

Benefits

  • Great compensation and benefits packages including company achievement bonus or sales bonus
  • Remote and Flexible work time
  • Work From Abroad Program allowing up to 40 days of work outside your contracting country
  • Onsite Onboarding in our HQ office for an optimal start
  • Regular Team events and company-wide celebrations

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