Escalation Engineer (m/f/d) - Augsburg

LOCATION: Augsburg, GermanyTHE ROLEResponsible for providing technical support and services to diagnose, troubleshoot and advise best practice within complex computer network systems and/or complex endpoint/cloud software solutions. Responds to situations where other IGEL support tiers or partners/resellers have failed to isolate or resolve problems in malfunctioning equipment or software. Reports design flaws, reliability and maintenance problems or bugs to QA or development. May be involved in customer installation, rollout and provide professional service/support to customer where the product environment is highly technical or sophisticated in nature.The Support role will be office based in Augsburg, Germany. It generally interacts with a more technical customer/user or a highly technical or sophisticated software product, such as endpoint/cloud solution software. This job is a fully qualified, career-oriented, journey-level position.The Escalation Engineer (m/f/d) is tasked working with customers, partners and internal technical staff to resolve issues related to the product.TASKS AND RESPONSIBILITIESResolve escalated cases from other support tiers or departmentsIdentify potential defects and elevate to development to resolveConduct live troubleshooting via remote sessionsTake over responsibility to ensure that response and processing times for support requests are adhered to in accordance with the support levelReplicate reported problems in test environmentProvide technical guidance and training to other support tiersCreate and maintain documentation for KB articles as well as provides feedbackEnsure clear, professional communication between IGEL internal teams and customerBuild and maintain customer, partner, and team relationshipFacilitate cross‑vendor and customer escalation callsParticipate on the weekend – or public holiday “on call” shiftEXPERIENCE AND QUALIFICATIONS5‑7+ years of hands‑on experiencein Technical Support, Solution Engineering, or a comparable technical customer‑facing role, ideally within complex enterprise environmentsExceptional communication and stakeholder engagement skills, with the ability to translate technical concepts into clear, business‑relevant insightsAbility to multitask effectively and to work under pressure and independentlyAdvanced understandingofLinux operating systems, including advanced troubleshooting and configurationAdvanced troubleshooting of Terminal Services, Azure Virtual Desktop (AVD), Citrix, and VMware Horizon environmentStrong foundational knowledge of Microsoft Windows operating systems and their role within modern EUC infrastructuresSolid understanding of networking principles, including TCP/IP, DHCP, DNS, and core network troubleshooting methodologiesFluent in English, with excellent written and verbal communication proficiency; German language skills are a plusExperience with IGEL OS or other Thin Client operation systems is a plusInterested? Apply now via our online applicant portal!If you have any questions about the position or application process, our Talent Acquisition Team is happy to assist.Florian HermannIGEL Technology GmbHMaria‑Cunitz‑Str. 728199 Bremen, Germany(+49) 0421 52094 2000Please note that we are unable to hire applicants residing in countries outside our legal entity countries. Please note that IGEL does not currently have a sponsorship license and is regrettably unable to offer sponsorship.We celebrate tolerance and diversity, and we are committed to building teams that represent a variety of backgrounds, skills and perspectives. IGEL is an equal opportunity employer and makes employment decisions on the basis of merit. We want the best available person in every job. Our policy prohibits unlawful discrimination based on color, creed, sex, religion, marital status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, or any other consideration made unlawful by federal, state or local laws.#J-18808-Ljbffr