Technical Support Engineer

TeamViewer provides a leading Digital Workplace platform that connects people with technologyenabling improving and automating digital processes to make work work better. Our software solutions harness the power of AI and shape the future of digitalization.

We believe that our diverse teams and strong company culture are key to the success of our products and technologies that hundreds of millions of users around the world and around 645000 customers across all industries rely on. With more than 1900 employees worldwide we celebrate the unique perspectives and talents that each individual brings to the table and foster a dynamic work environment where new ideas thrive. Are you ready to join our team and make an impact

Responsibilities

This role is responsible for managing escalated technical support cases focusing on complex product and system issues related to TeamViewers remote access solutions. It involves deep technical troubleshooting across connectivity performance security licensing and integrations performing root-cause analysis and owning cases through to resolution within SLA expectations. The role works closely with Engineering Product and QA to escalate defects validate fixes and provide clear customer updates while also supporting Level 1 agents through guidance and technical enablement. Strong emphasis is placed on clear empathetic customer communication process improvement and knowledge management to reduce repeat issues and improve overall support quality ensuring a consistent customer-first support experience.

• Handle escalated customer cases from Level 1 Support focusing on complex technical and productrelated issues

• Troubleshoot issues related to TeamViewer products including connectivity performance security licensing and integrations

• Perform indepth root cause analysis and identify both shortterm fixes and longterm solutions

• Own cases through resolution ensuring clear communication and proper documentation

• Escalate product defects and systemic issues to Engineering with detailed reproduction steps and impact analysis

• Collaborate with Product Engineering and QA to validate fixes and provide customer updates

• Assist Level 1 agents by providing guidance best practices and technical enablement

• Communicate technical concepts clearly and confidently to customers with varying technical backgrounds

• Set realistic expectations around next steps timelines and resolution paths

• Advocate for the customer by sharing recurring pain points and improvement opportunities internally

• Contribute to internal knowledge base articles troubleshooting guides and runbooks

• Identify gaps in processes and propose improvements to reduce ticket volume or resolution time

• Support adherence to TeamViewers Tone of Voice and customer communication standards

Requirements

• 24 years of experience in Technical Support IT Support or a similar customerfacing technical role

• Strong troubleshooting skills across Windows macOS and basic Linux environments

• Solid understanding of:

  1. Networking fundamentals (DNS TCP/IP firewalls VPNs ports)

  2. Remote access and remote management tools

• Experience working with ticketing systems (e.g. Zendesk ServiceNow Jira or similar)

• Ability to debug issues independently and articulate findings clearly in writing

• Experience supporting SaaS B2B or enterprise customers is a plus

• Knowledge of security concepts (authentication permissions conditional access encryption)

• Familiarity with: MDM / device management / Enterprise environments and IT policies

• Experience providing mentorship or guidance to junior support agents

• Multilingual support experience (a plus for global coverage)

What we offer

• Onsite Onboarding in our Adelaide office for an optimal start

• Great compensation and benefits packages including company achievement bonus or sales bonus company stocks and regular salary reviews

• Public transport friendly offices

• Special terms for local gyms

• Access to Corporate Benefits platform with many discounts

• Regular Team events and company-wide celebrations

• Open door policy no dress code rules frequent all Hands and Leadership Lunches

• Hybrid and Flexible work time with up to 50% home office

• Work From Abroad Program allowing up to 40 days of work outside your contracting country

• 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.