Nerdio · 19 hours ago
Escalation Engineer
United States
Full-time
Remote
Senior Level
$95K/yr - $105K/yr
5+ years expNerdio is a company that enhances Azure Virtual Desktop and related technologies, aiming to simplify management and reduce costs through automation. The Escalation Engineer role involves providing technical support, resolving customer issues, and collaborating with teams to ensure effective deployments of AVD and Modern Work solutions.
Cloud ComputingInformation ServicesInformation TechnologySoftware
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
Qualification
Required
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
Preferred
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)
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!
Collaborative Team Culture
Benefits for international employees, outside the US, vary by country.
Company
Nerdio
Nerdio offers cloud solutions to streamline IT management, focusing on Microsoft Azure and virtual desktop optimization.
201-500 employees
H1B Sponsorship
Nerdio has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
Funding
Current Stage
Growth StageTotal Funding
$625MKey Investors
General AtlanticUpdata PartnersMK Capital
2025-03-18Series C· $500M
2022-12-14Series B· $117M
2020-02-11Series A· $8M
Leadership Team
Vadim Vladimirskiy
CEO
Amol Dalvi
VP, Product
Recent News
Company data provided by crunchbase