Nerdio

Escalation Engineer

Nerdio

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $95,000 - $105,000 per year

Job Level

Mid-LevelSenior

Tech Stack

AWSAzureCloudDNSFirewallsGoogle Cloud PlatformPythonTCP/IP

About the role

  • 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.

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.
Benefits
  • Competitive Base + Incentive Plan
  • Stock Options
  • Health and Welfare Plans*
  • Life and Disability Plans*
  • Retirement Plan*
  • Unlimited Flexible Paid Time Off......including your birthday off!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
troubleshootingproblem-solvingAzure Virtual DesktopIntuneMicrosoft AzureAmazon Web ServicesGoogle Cloud PlatformPowerShellPythonWindows Server
Soft skills
customer servicecommunicationdocumentationmentoringcollaborationtechnical support