Escalation Engineer, Tier 3 Support
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Job Description
Escalation Engineer resolving complex technical support issues at Nerdio. Collaborating with teams to drive problem investigation and resolution for Microsoft cloud technologies.
Responsibilities:
- 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!
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