Escalation Engineer, Tier 3 Support

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Nerdio

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏢 Enterprise

☁️ SaaS

💰 Series B on 2022-12

Enterprise • SaaS • Cloud Computing

Nerdio is a company that specializes in streamlining operations and cost optimization for enterprise IT environments, focusing particularly on Microsoft Azure, Windows 365, and Microsoft Intune. Their products, Nerdio Manager for Enterprise and Nerdio Manager for MSP, offer robust automation features that reduce management time and operational costs for managed service providers and enterprises alike. Nerdio's solutions are designed to enhance IT efficiency across industries such as financial services, education, government, and healthcare, with a strong emphasis on security, user experience, and reducing Azure costs. Recognized as a leading innovative partner by Microsoft, Nerdio helps organizations deploy and manage virtual desktops and cloud environments efficiently.

📋 Description

• 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 • 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 • Provide technical guidance to Tier 1 and Tier 2 engineers to help progress and resolve escalated tickets • Produce clear and concise root cause analysis (RCA) documentation • Create and maintain internal knowledge base articles and troubleshooting documentation.

🎯 Requirements

• 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.

🏖️ Benefits

• 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!