Remote Escalation Engineer – SaaS Support Expert

emplify GmbH; Greater London; On-site; GBP 55,000 - 95,000; Full time

Benefits offered by this job

Onsite onboarding

Competitive compensation

Team events

Remote & flexible work time

Work From Abroad program

Diversity culture

Job summary

TeamViewer GmbH seeks an Escalation Engineer to deliver expert customer and technical service across global deployments. You will investigate incidents, troubleshoot TeamViewer software, and drive timely resolutions.

You will learn quickly, adapt to processes, and collaborate with engineering, Site Reliability, and customer teams. Training and certification are provided, with flexible remote options and a strong focus on customer success.

Qualifications

• 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.
• Scripting basics.

Responsibilities

• Investigate new or existing incidents by replicating the issue and discussing with peers.
• Resolve incidents and ensure timely resolution.
• Ensure customer incidents receive appropriate response and activity.
• Keep communication flowing between TeamViewer and customers throughout the incident lifecycle.
• Participate in TeamViewer User Community and knowledge base updates.
• Provide training and ensure customer readiness and skills transfer.

Skills

Azure

SCCM

Windows Server

Hyper-V

IIS

Scripting basics

Independent working

Collaboration

Tools

None

Job description

TeamViewer GmbH seeks an Escalation Engineer to deliver expert customer and technical service across global deployments. You will investigate incidents, troubleshoot TeamViewer software, and drive timely resolutions.

You will learn quickly, adapt to processes, and collaborate with engineering, Site Reliability, and customer teams. Training and certification are provided, with flexible remote options and a strong focus on customer success.