Escalation Engineer (m/f/d) - Augsburg

In this role you provide advanced technical support for complex networked and endpoint/cloud environments, stepping in when other teams can’t resolve issues. You work with customers, partners and internal engineers to diagnose defects, guide troubleshooting, and ensure timely resolution. You’ll document solutions and contribute to knowledge bases while maintaining strong relationships with stakeholders. This position offers hands-on problem solving at a senior level within a technically sophisticated product ecosystem. You’ll be part of a cross-functional team that values clear communication and practical, business-focused guidance.

• Resolve escalated cases from other support tiers or departments
• Identify potential defects and escalate to development for resolution
• Conduct live troubleshooting via remote sessions
• Ensure response and processing times align with support level
• Replicate reported problems in a test environment
• Provide technical guidance and training to other support tiers
• Create and maintain KB documentation and provide feedback
• Maintain clear, professional communication between IGEL teams and customers
• Build and nurture relationships with customers, partners, and teams
• Facilitate cross-vendor and customer escalation calls
• Participate in weekend or public holiday on-call shifts

• 5-7+ years in Technical Support, Solution Engineering, or a comparable technical customer-facing role in complex enterprise environments
• Exceptional communication and stakeholder engagement skills
• Ability to multitask, work under pressure and independently
• Advanced understanding of Linux operating systems and troubleshooting/configuration
• Advanced troubleshooting of Terminal Services, Azure Virtual Desktop, Citrix, and VMware Horizon
• Strong knowledge of Microsoft Windows operating systems within EUC infrastructures
• Solid understanding of networking principles (TCP/IP, DHCP, DNS, core troubleshooting)
• Fluent in English; German language skills are a plus
• Experience with IGEL OS or other Thin Client OS is a plus

• clear communication
• stakeholder engagement
• ability to work under pressure
• Linux administration and troubleshooting
• Terminal Services / RDS
• Azure Virtual Desktop (AVD)