Escalation Engineer, Tier 3 Support

Nerdio

Escalation Engineer resolving complex technical support issues at Nerdio. Collaborating with teams to drive problem investigation and resolution for Microsoft cloud technologies.

Posted 7/18/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $80,000 - $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical support and problem-solving, with a strong focus on troubleshooting complex issues and providing technical guidance. Proficient in Microsoft cloud technologies and networking fundamentals, with excellent communication skills for diverse audiences.

Highest-signal resume keywords

Technical Support ExperienceTroubleshooting SkillsMicrosoft AzureNetworking FundamentalsWindows Desktop Support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingRoot Cause AnalysisTechnical AnalysisDocumentationProblem-Solving

Soft Skills

Written CommunicationVerbal CommunicationCollaborationIndependence

Tools & Technologies

Microsoft AzureMicrosoft AVDMicrosoft IntuneWindows 10Windows 11

Industry Keywords

Technical SupportEscalation ManagementKnowledge Base ManagementCustomer Issue ResolutionNetworking

Tech Stack

Tools & technologies

AzureCloudDNSFirewallsTCP/IP

About the role

Key responsibilities & impact

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
Provide technical guidance to Tier 1 and Tier 2 engineers to help progress and resolve escalated tickets
Produce clear and concise root cause analysis (RCA) documentation
Create and maintain internal knowledge base articles and troubleshooting documentation.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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!