TeamViewer · 12 hours ago
Support Escalation Engineer - Remote, USA
United States
Full-time
Remote
Entry, Mid LevelTeamViewer is a leader in remote connectivity software, seeking a Support Escalation Engineer to deliver excellent customer and technical service. The role involves supporting and troubleshooting TeamViewer software and services for customers and partners globally, ensuring timely resolution of incidents and maintaining communication throughout the incident lifecycle.
Cloud ComputingCollaborationMobileSoftware
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
Qualification
Required
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
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
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
Preferred
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
Benefits
Competitive compensation
Flexible PTO and paid holidays
401(k) with employer matching
Comprehensive Health insurance package including 100% employer-paid medical coverage
Up to 12 weeks of Parental Leave
Basic Life Insurance, Short-Term & Long-Term Disability, 100% employer-paid
Quarterly team events and companywide celebrations
Open door policy, business casual dress code, frequent all Hands and Leadership Lunches
Company
TeamViewer
TeamViewer is an all-in-one solution for remote access, support, collaboration, and desktop sharing over the Internet.
Founded in 2005
1001-5000 employees
H1B Sponsorship
TeamViewer has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (1)
Funding
Current Stage
Public CompanyTotal Funding
unknown2019-09-25IPO
2014-05-07Acquired
2009-01-01Series Unknown
Leadership Team
Oliver Steil
CEO
Alfredo Patron
Executive Vice President – Business Development
Recent News
2026-01-08
MarketScreener
2025-12-24
Biz Bahrain
2025-12-20
Company data provided by crunchbase