About Nerdio At Nerdio, our mission is to simplify the lives of IT professionals and maximize their Microsoft cloud and end user computing investments. Backed by General Atlantic.
About the role
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.
What they're looking for
- 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
More about this role
About The Role
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.
Key Responsibilities
Escalation Ownership & Resolution
- 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
Collaboration & Communication
- Demonstrate strong written and verbal communication skills, with the ability to clearly explain...
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