TeamViewer provides a leading Digital Workplace
platform that connects people with technology—enabling, 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 645,000 customers across all industries rely on. With
more than 1,900 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
TeamViewer’s 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. Robust 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 product‑related issues Troubleshoot issues related to
TeamViewer products, including connectivity, performance, security,
licensing,



and integrations Perform in‑depth root cause analysis
and identify both short‑term fixes and long‑term 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 TeamViewer’s Tone of Voice and
customer communication standards Requirements 2–4+ years of
experience in Technical Support, IT Support, or a similar
customer‑facing technical role Strong troubleshooting skills across
Windows, macOS, and basic Linux environments Solid understanding
of: Networking fundamentals (DNS, TCP/IP, firewalls, VPNs, ports)
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.

📌 Technical Support Engineer (South Australia)
🏢 TeamViewer Germany
📍 South Australia