Escalation Engineer

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. With more than 1,900 employees worldwide, we celebrate the unique perspectives and talents that each individual brings to the table and foster a dynamic work environment where new ideas thrive. Are you ready to join our team and make an impact? Responsibilities 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 absorbed our training courses quickly, be creative and adapt to changing processes, show excellence and pride in all aspects of work. 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