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Senior Escalation Engineer (m/f/d)


Senior Escalation Engineer (m/f/d)


Augsburg or remote

The Company

Work is now defined by what we do, not where we go. The widely distributed workforce is here to stay.

IGEL allows workers to thrive, regardless of the environment, while organizations retain full management, control, and security of user endpoints. IGEL secures and simplifies digital workspaces in healthcare, finance, retail, higher education, government, and manufacturing organizations around the world. All we’re missing is: YOU.

The Role

As an Escalation Engineer at IGEL, you will be representing IGEL from a senior engineering position. 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.


  • Be a key part of a growing team of engineers providing excellent support to our customers and partners
  • Design technical best practices for partners and customers
  • Work through advanced technical issues at an advanced operating system level
  • Build and maintain customer, partner, and team rapport
  • Manage technical issues, solutions, and sales opportunities
  • Manage case escalation and work with the IGEL Development team to ensure product functionality
  • Create and maintain documentation for internal team
  • Assess and manage technical escalations based on issue severity and customer response
  • Ensure clear and professional communication between our teams and the customer


  • Strong written and verbal communication skills with an ability to communicate effectively with engineers, sales teams and management which includes
  • Ability to work, integrate, and provide leadership to the team
  • Ability to be an influencer and build good working relationships across all levels
  • Flexibility, integrity, and creative problem-solving skills are imperative to be successful in this role
  • Ability to learn new technologies quickly and can troubleshoot unfamiliar technologies using critical thought processes
  • Ability to work independently, under minimal supervision
  • Ability to present yourself professionally at tradeshows and partner sites


  • A thorough induction into the company and our products
  • A workplace run on trust, empowerment, and feedback with a positive, inspiring working atmosphere
  • Competitive salary and great IT equipment
  • Individual further training opportunities for your career
  • Flexible working times, so that you can combine your demanding work with your private goals and requirements.
  • Free beverages and fruits, diverse sports offerings, co-financed company pension plan and much more benefits
  • Light-flooded and ultra-modern new offices in Bremen and Augsburg
  • A highly motivated team that is already looking forward to your support and to developing strategies and achieving common goals together with you

… and much more!


Interested? Apply now via our online applicant portal.

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
Tel: +49 (0) 421 / 52094 2000


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.




















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