Job description
About Nerdio
At Nerdio, our mission is to simplify the lives of IT professionals and maximize their Microsoft cloud and end user computing investments.
We support organizations of all sizes looking to deploy, manage, and cost-optimize native Microsoft technologies. We partner with Enterprises and Managed Service Providers all over the world to add value on top of their existing native Microsoft investments like Azure Virtual Desktop (AVD), Windows 365, and Microsoft Intune.
Created in 2016, Nerdio has always taken a market-leading and collaborative approach to cloud deployment and management. In fact, our product roadmap is greatly influenced by the regular feedback we receive from having seen companies deploy AVD into production environments several thousand times using Nerdio technology.
Today, Nerdio is used in over 50 countries by more than 15,000 organizations of every size and vertical. We’re committed to delivering exceptional service and support, which starts with identifying and supporting the best staff possible.
We are a fast-moving, nimble company looking for individuals who are collaborative, empathetic, driven and who love to move at the speed of light. If you want to be part of the AVD transformation that Microsoft and Nerdio are leading, then we want to speak with you.
About The Role
When the hardest problems land in Nerdio's support queue, the Escalation Engineer is who they land with. This is a Tier 3 role built for engineers who thrive on deep investigation and tracing complex customer issues to their root cause and seeing them through to resolution.
You'll operate at the top of the support chain, partnering closely with Tier 1 and Tier 2 engineers and collaborating directly with Product and Engineering when issues demand it. Just as important as solving hard problems yourself is raising the floor for the whole team through mentorship, knowledge sharing, and making the next issue easier to close.
Key Responsibilities
Escalation Ownership & Resolution
Act as the final point of escalation for complex or high-impact customer issues
Take ownership of escalated tickets from investigation through resolution when required
Perform deep technical analysis to identify root cause and implement long-term solutions
Collaborate with Product and Engineering teams to investigate issues, file bug reports, and drive resolution
Collaboration & Communication
Demonstrate strong written and verbal communication skills, with the ability to clearly explain complex technical issues to both technical and non-technical audiences
Partner with Tier 1 and Tier 2 engineers to provide guidance, validation, and next steps on escalated issues
Participate in customer calls or screen sharing sessions when required to investigate or resolve issues
Mentorship & Enablement
Provide technical guidance to Tier 1 and Tier 2 engineers to help progress and resolve escalated tickets
When appropriate, return tickets to Tier 1 or Tier 2 with clear direction for resolution
Share knowledge and solutions to improve team capability and reduce repeat escalations
Act as a conduit between Support and Product/Engineering teams, ensuring clear and timely communication in both directions
Provide structured feedback to Product/Engineering on customer issues, bugs, and recurring patterns
Communicate updates, findings, and resolutions from Product/Engineering back to Support teams
Process, Quality & Problem Management
Operate within established escalation processes (T1 -> T2 -> T3) and ticket lifecycle expectations
Take ownership of Problem tickets, driving investigation, coordination, and resolution across Support, Product, and Engineering teams
Provide clear and consistent updates on Problem ticket progress to relevant stakeholders
Identify recurring issues or systemic gaps and contribute to continuous improvement efforts
Documentation & Knowledge Sharing
Produce clear and concise root cause analysis (RCA) documentation
Create and maintain internal knowledge base articles and troubleshooting documentation
Contribute to shared knowledge repositories, FAQs, and known issue tracking
Qualifications
Required
4+ years of experience in technical support or a similar engineering role
Strong troubleshooting and problem-solving skills in complex environments
Experience with Microsoft cloud technologies, including Azure, AVD, and Intune
Solid understanding of networking fundamentals (DNS, TCP/IP, firewalls)
Experience supporting Windows desktop environments (Windows 10/11, multi-session)
Strong written and verbal communication skills
Ability to work independently while collaborating across teams
PreferredQualifications
Experience with Windows Server and Remote Desktop Services
Familiarity with virtualization technologies (VMware, Citrix, Hyper-V, Nutanix)
Experience with FSLogix and user profile/container management
Experience supporting SaaS or cloud-based platforms
Experience working in an MSP or high-volume support environment
Familiarity with scripting (PowerShell preferred)
Microsoft certifications (AZ-104, AZ-140, AZ-305, MD-102)
ITIL Foundation certification (or higher)
Success in Role
Consistently resolves complex escalations with clear identification of root cause
Reduces repeat issues through documentation, RCA, and knowledge sharing
Improves Tier 1 and Tier 2 effectiveness through guidance and mentorship
Effectively manages Problem tickets with visibility and cross-team alignment
Contributes to improved escalation processes and support quality
Mindset & Approach
Demonstrates strong ownership and accountability
Proactively identifies gaps and drives improvements
Balances technical depth with clear communication
Elevates team capability through teaching and knowledge sharing
Maintains a structured and methodical troubleshooting approach
Benefits and Incentives
Competitive Base and Incentive Plan
Stock Options
Health and Welfare Plans*
Life and Disability Plans*
Retirement Plan*
Unlimited Flexible Paid Time Off, including your birthday off!
Collaborative Team Culture
* Benefits for international employees, outside the US, vary by country.
Nerdio is committed to a diverse and inclusive workplace. Nerdio is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.