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Support Escalation Engineer - Remote, USA

February 21, 2026

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. <ul> <li style="list-style-type:none;font-size:12.0pt;font-family:arial, helvetica, sans-serif"> <ul type="circle"> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Investigate new or existing incidents by replicating the issue in house and discussing with peers.</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Resolve incident from investigation or escalate to third line support.</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Ensure customer incidents receive appropriate response and activity.</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Keep communication flowing between TeamViewer and our customers throughout the incident lifecycle.</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Manage timely resolution of critical incidents.</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Develop and maintain detailed working knowledge of current and future TeamViewer products and Microsoft technologies.</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Ensure customers are on the latest version and patch level.</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Ensure customer readiness and skills transfer through the provision of training, professional service package offerings.</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Creating detailed knowledge Base articles</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Participation in TeamViewer User Community</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Keeping self-skills updated</li> </ul> </li> </ul> Job Responsibilities: <ul type="disc"> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Technical support for TeamViewer's customers for all TeamViewer Applications.</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Collect all necessary information and logs to help identify the root cause.</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Resolve all incidents within the allocated SLA</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Working closely with Sustained Engineering support to help resolve incidents in a timely fashion.</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Working closely with the Site Reliability Team on Supporting our growing SaaS customer base</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Contributing to the TeamViewer Support Knowledge Base.</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">The role is extremely customer focused and involves technically supporting TeamViewer solutions (current and new software releases) in a wide variety of customer environments.</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">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.</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">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.</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Notifying our customers of product release times, hotfixes and updates helps keep our customers TeamViewer Solutions investment patched and current.</li> </ul> Additional: <ul type="disc"> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Knowledge of Microsoft Azure technologies</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Knowledge in Microsoft System Center Configuration Manager (SCCM)</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Knowledge in Windows Server Enterprise environments </li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Knowledge in virtualisation technologies HyperV</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">IIS Configuration and Troubleshooting</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">T-SQL, Basic queries</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Scripting basics</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Ability to work independently and to collaborate with others as required, to achieve desired objectives</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Influencing and collaboration skills to achieve objectives with other company departments</li> </ul> What We Offer: <ul style="list-style-type:disc"> <li style="font-weight:bold;font-size:12.0pt;font-family:arial, helvetica, sans-serif">Work location: Remote, USA</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Competitive compensation</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Flexible PTO and paid holidays</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">401(k) with employer matching</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Comprehensive Health insurance package including 100% employer-paid medical coverage</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Up to 12 weeks of Parental Leave</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Basic Life Insurance, Short-Term & Long-Term Disability, 100% employer-paid</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Quarterly team events and companywide celebrations</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">Open door policy, business casual dress code, frequent all Hands and Leadership Lunches</li> <li style="font-size:12.0pt;font-family:arial, helvetica, sans-serif">We celebrate diversity as one of core values, join and drive one of the c-a-r-e initiatives together with us!</li> </ul> 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.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...