Escalation Engineer

Nerdio

42d

About The Position

What you'll do Customer Support: Provide technical support via screenshare session and assistance to customers. throughout their AVD/Intune deployment. Serve as an escalation resource for our in-scope support team. Respond to inquiries, resolve issues, and ensure customer satisfaction by delivering timely and effective solutions. Meet with partners to do discovery on reported issues/errors and determine whether or not issues are specific to the Nerdio Manager product/code. Technical Expertise: Demonstrate proficiency in Modern Work, Intune, FSLogix, AVD and Active Directory (Entra ID, Entra DS, AD DS) to address customer needs. Utilize excellent troubleshooting skills to identify and resolve technical issues, ensuring the smooth operation of AVD environments. Own critical escalations by conducting deep technical investigations, identifying root cause, and driving cross-team collaboration with Product and Engineering to implement long-term fixes. Collaboration and Communication: Collaborate with cross-functional teams, including internal and external partners, to ensure successful AVD and Modern Work deployments and support using Nerdio Manager. Serve as the final point of technical escalation within Support, mentoring engineers and contributing to internal KBs.

Requirements

5+ years of experience in technical support or related field.
Strong troubleshooting and problem-solving skills, with the ability to diagnose and resolve technical issues.
Experience with virtualization technologies, preferably Azure Virtual Desktop and Intune, is required.
Knowledge of cloud computing platforms, such as Microsoft Azure, Amazon Web Services (AWS), or Google Cloud Platform (GCP).
Knowledge of networking concepts, including TCP/IP, DNS, and firewalls.
Experience with operating systems, such as Windows Server, Remote Desktop Services, Windows 10/11 Single and Multisession.
Proficiency in scripting languages, such as PowerShell or Python, to automate tasks and perform system configurations.
Excellent customer service skills, with the ability to effectively communicate technical information to non-technical users.
Strong documentation skills to record and track support cases, solutions, and best practices.
Love Microsoft technologies and thrive speaking/educating with customers about them.

Nice To Haves

Previous experience in providing support for cloud-based services or SaaS (Software as a Service) products.
Previous experience with Nerdio Manager.
Experience working with and supporting Modern Work.
Familiarity with virtualization technologies, such as VMware or Hyper-V.
Knowledge of RDS, Citrix, Horizon, AVD, Windows 365, Intune.
Knowledge of Active Directory, Group Policy, and identity management concepts.
Certification in AZ-140, AZ-104, AZ-305, MD-102 is highly preferred.
Experience working with or at a Managed Services Provider (MSP).

Responsibilities

Provide technical support via screenshare session and assistance to customers throughout their AVD/Intune deployment.
Serve as an escalation resource for our in-scope support team.
Respond to inquiries, resolve issues, and ensure customer satisfaction by delivering timely and effective solutions.
Meet with partners to do discovery on reported issues/errors and determine whether or not issues are specific to the Nerdio Manager product/code.
Demonstrate proficiency in Modern Work, Intune, FSLogix, AVD and Active Directory (Entra ID, Entra DS, AD DS) to address customer needs.
Utilize excellent troubleshooting skills to identify and resolve technical issues, ensuring the smooth operation of AVD environments.
Own critical escalations by conducting deep technical investigations, identifying root cause, and driving cross-team collaboration with Product and Engineering to implement long-term fixes.
Collaborate with cross-functional teams, including internal and external partners, to ensure successful AVD and Modern Work deployments and support using Nerdio Manager.
Serve as the final point of technical escalation within Support, mentoring engineers and contributing to internal KBs.