Escalation Engineer in London

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.

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 absorb our training courses quickly, be creative and adapt to changing processes, show excellence and pride in all aspects of work.

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.
• Create detailed knowledge base articles.
• Participate in TeamViewer User Community.
• Keep self-skills updated.
• Provide 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.
• Work closely with Sustained Engineering support to help resolve incidents in a timely fashion.
• Work closely with the Site Reliability Team on supporting our growing SaaS customer base.
• Contribute to the TeamViewer Support Knowledge Base.
• Support customers to ensure issues receive appropriate response and activity from 1E Support and Development.

Requirements:

• Knowledge of Microsoft Azure technologies.
• Knowledge in Microsoft System Center Configuration Manager (SCCM).
• Knowledge in Windows Server Enterprise environments.
• Knowledge in virtualisation technologies Hyper-V 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.

What we offer:

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

TeamViewer is an equal opportunities employer and is committed to building an inclusive culture where everyone feels welcome and supported. We C-A-R-E and understand that our diverse, values-driven culture makes us stronger. As we continue to grow as a company, we also focus on enabling our employees to grow both personally and professionally. We are proud to have an open and embracing workplace environment that will empower you to be your best no matter your gender, civil or family status, sexual orientation, religion, age, disability, education level, or race. If you require any accommodations or adjustments during the application or hiring process, including interview or onboarding support, please reach out to your Talent Acquisition Partner, who will be happy to support you.