Escalation Engineer (Tier 3 Support)

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 issuesTake ownership of escalated tickets from investigation through resolution when requiredPerform deep technical analysis to identify root cause and implement long-term solutionsCollaborate 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 audiencesPartner with Tier 1 and Tier 2 engineers to provide guidance, validation, and next steps on escalated issuesParticipate 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 ticketsWhen appropriate, return tickets to Tier 1 or Tier 2 with clear direction for resolutionShare knowledge and solutions to improve team capability and reduce repeat escalationsAct as a conduit between Support and Product/Engineering teams, ensuring clear and timely communication in both directionsProvide structured feedback to Product/Engineering on customer issues, bugs, and recurring patternsCommunicate 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 expectationsTake ownership of Problem tickets, driving investigation, coordination, and resolution across Support, Product, and Engineering teamsProvide clear and consistent updates on Problem ticket progress to relevant stakeholdersIdentify recurring issues or systemic gaps and contribute to continuous improvement efforts Documentation & Knowledge Sharing Produce clear and concise root cause analysis (RCA) documentationCreate and maintain internal knowledge base articles and troubleshooting documentationContribute to shared knowledge repositories, FAQs, and known issue tracking Qualifications Required 4+ years of experience in technical support or a similar engineering roleStrong troubleshooting and problem-solving skills in complex environmentsExperience with Microsoft cloud technologies, including Azure, AVD, and IntuneSolid understanding of networking fundamentals (DNS, TCP/IP, firewalls)Experience supporting Windows desktop environments (Windows 10/11, multi-session)Strong written and verbal communication skillsAbility to work independently while collaborating across teams Preferred Qualifications Experience with Windows Server and Remote Desktop ServicesFamiliarity with virtualization technologies (VMware, Citrix, Hyper-V, Nutanix)Experience with FSLogix and user profile/container managementExperience supporting SaaS or cloud-based platformsExperience working in an MSP or high-volume support environmentFamiliarity 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 causeReduces repeat issues through documentation, RCA, and knowledge sharingImproves Tier 1 and Tier 2 effectiveness through guidance and mentorshipEffectively manages Problem tickets with visibility and cross-team alignmentContributes to improved escalation processes and support quality Mindset & Approach Demonstrates strong ownership and accountabilityProactively identifies gaps and drives improvementsBalances technical depth with clear communicationElevates team capability through teaching and knowledge sharingMaintains a structured and methodical troubleshooting approach Benefits And Incentives Competitive Base and Incentive PlanStock OptionsHealth 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. The Pay Range For This Role Is 80,000 - 100,000 USD per year(United Kingdom)