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Escalation Engineer (m/f/d)


Escalation Engineer (m/f/d)



The Company

With group headquarters in Germany and US headquarters in San Francisco, IGEL Technology is an established software and hardware company providing the next-gen edge OS for cloud workspaces. Our success is based on our understanding of Server-Based Computing, Virtual Desktop, and Desktop-as-a-Service markets; customer needs and a strong commitment to our channel partners. Our industry-leading solutions provide a more secure, manageable and cost-effective endpoint management and control platform. Aligned with the world’s most prominent cloud providers, IGEL envisions a world where all needed applications and resources are cloud-delivered.

The Role

As the Escalation Support Engineer at IGEL, you will be representing IGEL and the Technical Support team in all aspects. This includes: resolving technical, and political issues for customers, and working with a team of engineers to provide the best support and service to our customers and partners. You will work with your team to help manage and resolve critical issues, while working with and providing support to our global team of engineers and developers to improve the IGEL product and maintain the IGEL brand as we continue to grow. You will work with other team managers and Escalation Director at IGEL to develop process and procedures for your team that can help the company scale.


  • Build and refine new internal team processes and work with the senior leadership to implement and train team
  • Work through advanced technical and political issues
  • Build and maintain customer, partner, and team relationship
  • Help team manage technical issues, solutions, and sales opportunity
  • Help team manage case escalation and work with global teams ensure product functionality and customer satisfaction
  • Ensure clear, professional communication between our team and customers, as well as other groups within the IGEL organization
  • Create and maintain documentation for internal and external team
  • Step in when needed to de-escalate issues between the Customer Engineering team and customers/other internal teammates


  • Prior Senior Support Engineer experience required
  • Advanced knowledge of Linux Operating Systems
  • Advanced knowledge of Windows Operating Systems
  • Advanced troubleshooting of Terminal Services, Windows Virtual Desktop, Citrix, VMWare Horizon
  • Knowledge of networking concepts, including TCP/IP, DHCP, DNS, etc.
  • Advanced knowledge of BASH shell and scripting
  • Working knowledge/understanding of SQL
  • Ability to build, design, and maintain test and lab environments
  • Advanced knowledge of hypervisors (ESXI/vSphere, Hyper-V, KVM, Virtualbox)

We offer

  • An attractive, competitive, performance-based compensation package
  • Dynamic corporate culture
  • Development opportunities in a fast-growing environment
  • Co-financed company pension plan
  • Fitness network membership
  • Team-focused, collaborative environment

… and much more!


Would you like to apply your strong self-initiative to long-term personal and career development? Then apply now via our online applicant portal. We look forward to receiving your application.

If you have any questions about the position or application process, our HR team is happy to assist.


Lisa Ertel
IGEL Technology GmbH
Hermann-Ritter-Str. 110
28197 Bremen, Germany

[email protected]
Tel: +49 (0) 421 / 52094 1124


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.


Interested in the position?

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