# Escalation Engineer

**Company:** [Nerdio](https://hotfix.jobs/companies/nerdio)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $80k – $100k/yr
**Experience:** 4+ years
**Skills:** Azure, avd, intune, windows 10, windows 11, PowerShell, Networking, DNS, TCP/IP, firewalls, windows server, remote desktop services, fslogix, VMware, citrix
**Posted:** 2026-07-17

> Escalation Engineer (Tier 3) who owns the hardest customer support issues for Nerdio's Microsoft cloud products (AVD, Intune, Azure). Performs deep root-cause analysis, collaborates with Product/Engineering, mentors T1/T2 engineers, creates RCAs and KB articles, and drives systemic improvements. Requires 4+ years technical support experience and strong Microsoft cloud troubleshooting skills.

## Job Description

## 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

**Preferred Qualifications**
- 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)

## 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

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**Canonical:** https://hotfix.jobs/jobs/04dcd4a3-c6b5-47ef-9a63-21d7175e5c35