[Hiring] Support Escalation Manager @TeamViewer Germany GmbH

Role Description

This role involves managing escalation and problem lifecycles to maintain customer satisfaction and operational efficiency. Key responsibilities include:

• Own and manage the end-to-end escalation and problem lifecycles, ensuring problems are identified, prioritized, and resolved in line with SLAs/OLAs.
• Manage customer messaging and control of escalated items/communications 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 minimized.
• Provide timely and actionable reporting on problem/escalation management performance, aligned with organizational goals.

Qualifications

• 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

• 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!