Escalation Engineer (m/f/d) - Augsburg

IGEL Technology; Augsburg; Vor Ort; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

IGEL Technology in Augsburg, Germany, invites an experienced Escalation Engineer to join our technical support team. You will diagnose, troubleshoot and advise on complex network systems and endpoint/cloud software solutions, coordinating with partners and internal staff to resolve issues.

The role is office-based in Augsburg and requires hands-on experience with Linux, Windows in EUC environments, and virtualization technologies. Fluency in English is essential; German is a plus.

Qualifikationen

• 5-7+ years hands-on experience in technical support, solution engineering or similar
• Exceptional communication and stakeholder engagement skills, translating tech concepts into business insights
• Ability to multitask effectively and work under pressure independently
• Advanced understanding of Linux operating systems and troubleshooting
• Advanced troubleshooting of AVD, Citrix and VMware Horizon environments
• Strong Windows knowledge within EUC infrastructures
• Fluent in English; German language skills are a plus

Aufgaben

• Resolve escalated cases from other support tiers or departments
• Identify potential defects and escalate to development to resolve
• Conduct live troubleshooting via remote sessions
• Ensure response times per support level are met
• Replicate reported problems in test environment
• Provide technical guidance and training to other support tiers
• Create and maintain KB articles and provide feedback
• Maintain clear communication between IGEL teams and customers
• Build and maintain relationships with customers, partners and teams
• Facilitate cross-vendor and customer escalation calls
• Participate in weekend or public holiday on-call shifts

Kenntnisse

Technical troubleshooting

Customer communication

Multitasking

Networking basics

English proficiency

German language (nice to have)

Tools

IGEL OS

Linux

Azure Virtual Desktop

Citrix

VMware Horizon

Jobbeschreibung

Responsible for providing technical support and services to diagnose, troubleshoot and advice (best practice) within complex computer network systems and/or complex endpoint/cloud software solutions. Responds to situations where other IGEL support tiers or partners/resellers have failed to isolate or resolve problems in malfunctioning equipment or software. Reports design flaws, reliability and maintenance problems or bugs to QA or development. May be involved in customer installation, rollout and provide professional service/support to customer where the product environment is highly technical or sophisticated in nature.

The Support role will be office based in Augsburg, Germany. It generally interacts with a more technical customer/user or a highly technical or sophisticated software product, such as endpoint/cloud solution software. This job is a fully qualified, career-oriented, journey-level position.

The Escalation Engineer (m/f/d) is tasked working with customers, partners and internal technical staff to resolve issues related to the product.

TASKS AND RESPONSIBILITIES:

• Resolve escalated cases from other support tiers or departments
• Identify potential defects and escalated to development to resolve
• Conduct live troubleshooting via remote sessions
• Take over responsibility to ensure that response and processing times for support requests are adhered to in accordance with the support level
• Replicate reported problems in test environment
• Provide technical guidance and training to other support tiers
• Create and maintain documentation for KB articles as well as provides feedback
• Ensure clear, professional communication between IGEL internal teams and customer
• Build and maintain customer, partner, and team relationship
• Facilitate cross vendor and customer escalation calls
• Participate on the weekend - or public holiday 'on call' shift

EXPERIENCE AND QUALIFICATIONS:

• 5-7+ years of hands-on experiencein Technical Support, Solution Engineering, or a comparable technical customer-facing role, ideally within complex enterprise environments
• Exceptional communication and stakeholder engagement skills, with the ability to translate technical concepts into clear, business-relevant insights
• Ability to multitask effectively and to work under pressure and independently
• Advanced understandingofLinux operating systems, including advanced troubleshooting and configuration
• Advanced troubleshooting of Terminal Services, Azure Virtual Desktop (AVD), Citrix, and VMware Horizon environment
• Strong foundational knowledge of Microsoft Windows operating systems and their role within modern EUC infrastructures
• Solid understanding of networking principles, including TCP/IP, DHCP, DNS, and core network troubleshooting methodologies
• Fluent in English, with excellent written and verbal communication proficiency; German language skills are a plus
• Experience with IGEL OS or other Thin Client operation systems is a plus

Please note that we are unable to hire applicants residing in countries outside our legal entity countries. Please note that IGEL does not currently have a sponsorship license and is regrettably unable to offer sponsorship.

We celebrate tolerance and diversity, and we are committed to building teams that represent a variety of backgrounds, skills and perspectives. IGEL is an equal opportunity employer and makes employment decisions on the basis of merit. We want the best available person in every job. Our policy prohibits unlawful discrimination based on color, creed, sex, religion, marital status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, or any other consideration made unlawful by federal, state or local laws.