Support Escalation Manager - Remote, USA

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.