Escalation Engineer (Tier 3 Support)

At Nerdio, our mission is to simplify the lives of IT professionals and maximize their Microsoft cloud and end user computing investments. 

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.

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

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

• 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