TeamViewer · 18 hours ago
Support Escalation Manager - Remote, USA
United States
Full-time
Remote
Senior Level
5+ years expTeamViewer is the leader in remote connectivity software, and they are seeking a Support Escalation Manager to enhance customer satisfaction and operational efficiency. This role involves managing escalation and problem lifecycles, collaborating with various teams to ensure issues are resolved effectively, and maintaining adherence to SLAs/OLAs.
Cloud ComputingCollaborationMobileSoftware
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
Qualification
Required
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
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
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
Benefits
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.
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
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