TeamViewer

Manage end-to-end escalation and problem lifecycles, ensuring resolution in line with SLAs/OLAs, and collaborate with engineering and support teams. | Requires 5+ years in problem management within software environments, expertise in Jira/FreshDesk, ITIL certifications, and strong communication skills. | Join TeamViewer, the leader in remote connectivity software. We harness the potential of cutting-edge technologies such as Augmented Reality and Artificial Intelligence to push the boundaries of innovation and shape the future of digitalization.   Our team of more than 1,500 employees spans different continents, cultures and disciplines. With our inclusive values, we celebrate the unique perspectives and talents each individual brings to the table and foster a dynamic work environment where new ideas thrive.   Become part of our winning team and help us create a world that works better.   Escalation and Problem management is a crucial aspect of a product / support function and must be done to maintain customer satisfaction, revenue and avoid future cost both to support and to our customers. Historically, we have fixed everything on every version of the product(s) - we need to focus on meeting our committed SLAs, not fix things we do not need / want to. The role plays a critical part in ensuring the quality and reliability of our software products, directly impacting customer satisfaction, operational efficiency, and cost management. This position involves driving adherence to SLAs/OLAs, ensuring defect prioritization aligns with business and technical goals, and fostering collaboration across teams to address and resolve issues effectively.   Jira (to be replaced by Freshdesk) assigns problems directly to each of the teams so this role must ensure that they are scheduled in the appropriate sprint with updates provided on all tickets to maintain visibility to the customer and internal stakeholders. This role emphasizes a fix-forward approach while maintaining operational excellence and transparency and will ensure escalation / problem resolution workflows are efficient, well-documented, and meet the standards required for a seamless customer experience.   Main Responsibilities:   Own and manage the end-to-end escalation and problem lifecycles, ensuring problems are identified, prioritized, and resolved in line with SLAs/OLAs. As a part of this, manage customer messaging and control of escalated items / comms in person with customers, on calls and / or via email Collaborate with support, engineering, and product teams to drive efficient resolution of problems and align on priorities to support escalation management. Participate in sprint planning to allocate resources effectively between problem resolution and feature development. Establish and enforce a fix-forward policy while ensuring clear and transparent communication of problem ticket progress and resolution timelines. Analyze trends in escalation and problem occurrence, recommend improvements to reduce recurrence, and ensure teams adopt best practices. Manage customer escalations to ensure any potential risk is minimised. Provide timely and actionable reporting on problem / escalation management performance, aligned with organizational goals.   Required Experience:   5+ years of experience in problem management within software development environments. Proven expertise in implementing and optimizing problem and escalation management frameworks. Demonstrated ability to lead cross-functional teams and drive alignment on priorities. Excellent communications skills and experience managing Enterprise customers. Hands-on experience with Jira Service Management / FreshDesk (or similar), including managing ticket flows and workflows. Deep understanding of service management best practices (e.g., ITIL, Agile principles) and how they apply to problem resolution processes.   Required Skills:   Strong knowledge of software development, testing, and debugging practices. Exceptional analytical skills to identify trends, root causes, and improvement opportunities in defect data. Proficiency in creating and interpreting detailed reports to assess team performance against SLAs/OLAs. Excellent communication and leadership skills to advocate for defect management priorities in high-pressure environments. High adaptability and problem-solving skills to handle unexpected issues and shift priorities when necessary.   Required Qualifications & Certification:   Degree in Computer Science, Information Technology, or a related field. Advanced certifications in ITIL, Agile methodologies, or other relevant frameworks. Experience with tools and platforms for defect tracking, automation, and reporting.   What We Offer:   Work location: Remote, USA 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 We celebrate diversity as one of core values, join and drive one of the c-a-r-e initiatives together with us!   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.

Provide technical support for TeamViewer products, troubleshoot incidents, and contribute to knowledge base articles. | Experience in technical support, troubleshooting skills, familiarity with Windows, Linux, VMware, SAN/NAS, and customer service skills. | Join TeamViewer, the leader in remote connectivity software. We harness the potential of cutting-edge technologies such as Augmented Reality and Artificial Intelligence to push the boundaries of innovation and shape the future of digitalization. Our team of more than 1,500 employees spans different continents, cultures and disciplines. With our inclusive values, we celebrate the unique perspectives and talents each individual brings to the table and foster a dynamic work environment where new ideas thrive. Become part of our winning team and help us create a world that works better. 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 knowledge Base articles • Participation in TeamViewer User Community • Keeping self-skills updated Job Responsibilities: • 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. Additional: • 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 • 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: • Work location: Remote, USA • 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 • We celebrate diversity as one of core values, join and drive one of the c-a-r-e initiatives together with us! 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.

Support and troubleshoot TeamViewer products and services, investigate incidents, and maintain knowledge base articles. | Experience with technical support, troubleshooting skills, knowledge of Windows/Linux/virtualization, and customer service skills. | Join TeamViewer, the leader in remote connectivity software. We harness the potential of cutting-edge technologies such as Augmented Reality and Artificial Intelligence to push the boundaries of innovation and shape the future of digitalization.   Our team of more than 1,500 employees spans different continents, cultures and disciplines. With our inclusive values, we celebrate the unique perspectives and talents each individual brings to the table and foster a dynamic work environment where new ideas thrive.   Become part of our winning team and help us create a world that works better.   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 knowledge Base articles Participation in TeamViewer User Community Keeping self-skills updated   Job Responsibilities:   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.   Additional:   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 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:   Work location: Remote, USA 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 We celebrate diversity as one of core values, join and drive one of the c-a-r-e initiatives together with us!   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.

The Implementation Engineer will serve as a subject matter expert on software solutions, translating complex enterprise requirements into scalable architectural designs. They will lead technical discovery workshops and drive the implementation process to ensure successful delivery within enterprise environments. | Candidates should have a proven track record of 3+ years in a customer-facing technical role, with hands-on experience in designing complex software solutions. Strong communication skills and proficiency in technologies like RESTful APIs and SQL are essential. | Join TeamViewer, the leader in remote connectivity software. We harness the potential of cutting-edge technologies such as Augmented Reality and Artificial Intelligence to push the boundaries of innovation and shape the future of digitalization.   Our team of more than 1,500 employees spans different continents, cultures and disciplines. With our inclusive values, we celebrate the unique perspectives and talents each individual brings to the table and foster a dynamic work environment where new ideas thrive.   Become part of our winning team and help us create a world that works better.   Responsibilities   Technical Solution Leadership: Serve as a subject matter expert on our software solutions, translating complex enterprise requirements into practical and scalable architectural designs that accelerate a customer's time to value.  Customer Lifecycle Engagement: Lead technical discovery and design workshops with enterprise customers, identifying their unique business needs, technical challenges, and strategic objectives. Partner with internal teams to guide the customer through the implementation and adoption journey.  Solution Design & Implementation: Architect and document custom solutions and integrations that meet customer requirements. Drive the technical implementation process, ensuring successful delivery and configuration of the platform within complex enterprise IT and OT environments.  Strategic Collaboration: Act as a key technical advisor to both customers and internal teams. Collaborate with Product Management, Engineering, and Customer Success to ensure solution designs are feasible and align with long-term product strategy and customer success goals.  Market & Product Intelligence: Maintain deep knowledge of industry trends, competitor offerings, and emerging technologies in the IT/OT space. Use this expertise to provide thought leadership and influence both our internal product roadmap and external customer engagements.     Qualifications   Professional Experience: Proven track record (3+ years) in a customer-facing technical role such as a Professional Services Architect, Solutions Architect, Senior Solutions Engineer, or a senior-level Technical Support Engineer, specifically serving large enterprise accounts.  Architectural Expertise: Hands-on experience designing and implementing complex enterprise software solutions, with a strong background in areas like cloud technologies, industrial IoT, data analytics, or IT/OT integration.  Enterprise Acumen: In-depth understanding of enterprise IT and OT architectures, governance models, and common challenges.  Communication & Influence: Exceptional verbal and written communication skills, with the ability to clearly articulate complex technical concepts and value propositions to both technical and executive-level audiences.  Technical Skills: Demonstrated proficiency with technologies and tools such as RESTful APIs, SQL, and scripting languages (e.g., PowerShell). Experience with proof-of-concept (PoC) engagements and architectural documentation is essential.  Problem-Solving & Collaboration: A strategic, creative problem-solver with a strong collaborative mindset and a customer-focused approach.  Language: Fluency in English is required; additional language skills are a plus.  Up to 25% travel requirement (domestic & international).   Additional Information   Work location is Remote, USA. Competitive compensation including stock-based options 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 teambuilding events, leadership luncheons, and companywide “All Hands” meetings Open door policy and casual dress code We celebrate diversity as one of our core values. Join c-a-r-e and lead change initiatives together with us!   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.