Escalation Engineer (m/f/d) - Augsburg

LOCATION

Augsburg, Germany

THE ROLE

Responsible 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.

ESCALATION ENGINEER (m/f/d)

Works with customers, partners and internal technical staff to resolve issues related to the product.

TASKS AND RESPONSIBILITIES

• Resolve escalated cases from other support tiers or departments
• Identify potential defects and escalate to development to resolve
• Conduct live troubleshooting via remote sessions
• Take over responsibility to ensure that response and processing times for support requests are adhered to in accordance with the support level
• Replicate reported problems in test environment
• Provide technical guidance and training to other support tiers
• Create and maintain documentation for KB articles as well as provides feedback
• Ensure clear, professional communication between IGEL internal teams and customer
• Build and maintain customer, partner, and team relationship
• Facilitate cross vendor and customer escalation calls
• Participate on the weekend – or public holiday “on call” shift

EXPERIENCE AND QUALIFICATIONS

• 5-7+ years of hands‑on experience in Technical Support, Solution Engineering, or a comparable technical customer‑facing role, ideally within complex enterprise environments
• Exceptional communication and stakeholder engagement skills, with the ability to translate technical concepts into clear, business‑relevant insights
• Ability to multitask effectively and to work under pressure and independently
• Advanced understanding of Linux operating systems, including advanced troubleshooting and configuration
• Advanced troubleshooting of Terminal Services, Azure Virtual Desktop (AVD), Citrix, and VMware Horizon environment
• Strong foundational knowledge of Microsoft Windows operating systems and their role within modern EUC infrastructures
• Solid understanding of networking principles, including TCP/IP, DHCP, DNS, and core network troubleshooting methodologies
• Fluent in English, with excellent written and verbal communication proficiency; German language skills are a plus
• Experience with IGEL OS or other Thin Client operation systems is a plus

ADDITIONAL INSTRUCTIONS

Please 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.

EEO STATEMENT

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.