Escalation Engineer (Tier 3 Support)

Nerdio

4d•$80,000 - $100,000

About The Position

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.

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

Nice To Haves

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)

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
Participate in customer calls or screen sharing sessions when required to investigate or resolve issues
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
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
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