At a Glance
- Tasks: Solve complex customer issues and collaborate with teams to drive solutions.
- Company: Join a fast-paced tech company transforming Microsoft cloud support.
- Benefits: Competitive salary, stock options, unlimited paid time off, and health plans.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Be the go-to expert for challenging problems and make a real impact.
- Qualifications: 4+ years in technical support, strong troubleshooting skills, and Microsoft tech knowledge.
The predicted salary is between 80000 - 100000 £ per year.
At Nerdio, our mission is to simplify the lives of IT professionals and maximize their Microsoft cloud and end user computing investments. We support organizations of all sizes looking to deploy, manage, and cost-optimize native Microsoft technologies. We partner with Enterprises and Managed Service Providers all over the world to add value on top of their existing native Microsoft investments like Azure Virtual Desktop (AVD), Windows 365, and Microsoft Intune.
Created in 2016, Nerdio has always taken a market-leading and collaborative approach to cloud deployment and management. In fact, our product roadmap is greatly influenced by the regular feedback we receive from having seen companies deploy AVD into production environments several thousand times using Nerdio technology. Today, Nerdio is used in over 50 countries by more than 15,000 organizations of every size and vertical. We’re committed to delivering exceptional service and support, which starts with identifying and supporting the best staff possible.
We are a fast-moving, nimble company looking for individuals who are collaborative, empathetic, driven and who love to move at the speed of light. If you want to be part of the AVD transformation that Microsoft and Nerdio are leading, then we want to speak with you.
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
- 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
- Participate in customer calls or screen sharing sessions when required to investigate or resolve issues
- Provide technical guidance to Tier 1 and Tier 2 engineers to help progress and resolve escalated tickets
- When appropriate, return tickets to Tier 1 or Tier 2 with clear direction for resolution
- Share knowledge and solutions to improve team capability and reduce repeat escalations
- Act as a conduit between Support and Product/Engineering teams, ensuring clear and timely communication in both directions
- Provide structured feedback to Product/Engineering on customer issues, bugs, and recurring patterns
- Communicate updates, findings, and resolutions from Product/Engineering back to Support teams
Process, Quality & Problem Management
- Operate within established escalation processes (T1 -> T2 -> T3) and ticket lifecycle expectations
- Take ownership of Problem tickets, driving investigation, coordination, and resolution across Support, Product, and Engineering teams
- Provide clear and consistent updates on Problem ticket progress to relevant stakeholders
- Identify recurring issues or systemic gaps and contribute to continuous improvement efforts
Documentation & Knowledge Sharing
- Produce clear and concise root cause analysis (RCA) documentation
- Create and maintain internal knowledge base articles and troubleshooting documentation
- Contribute to shared knowledge repositories, FAQs, and known issue tracking
Qualifications
Required
- 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)
- Strong written and verbal communication skills
- Ability to work independently while collaborating across teams
Preferred Qualifications
- Experience with Windows Server and Remote Desktop Services
- Familiarity with virtualization technologies (VMware, Citrix, Hyper-V, Nutanix)
- Experience with FSLogix and user profile/container management
- Experience supporting SaaS or cloud-based platforms
- Experience working in an MSP or high-volume support environment
- Familiarity with scripting (PowerShell preferred)
- Microsoft certifications (AZ-104, AZ-140, AZ-305, MD-102)
Success in Role
- Consistently resolves complex escalations with clear identification of root cause
- Reduces repeat issues through documentation, RCA, and knowledge sharing
- Improves Tier 1 and Tier 2 effectiveness through guidance and mentorship
- Effectively manages Problem tickets with visibility and cross-team alignment
- Contributes to improved escalation processes and support quality
Mindset & Approach
- Demonstrates strong ownership and accountability
- Proactively identifies gaps and drives improvements
- Balances technical depth with clear communication
- Elevates team capability through teaching and knowledge sharing
- Maintains a structured and methodical troubleshooting approach
Benefits and Incentives
- 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!
- Benefits for international employees, outside the US, vary by country.
Nerdio is committed to a diverse and inclusive workplace. Nerdio is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
The pay range for this role is: 80,000 - 100,000 USD per year (United Kingdom)
Escalation Engineer (Tier 3 Support) in London employer: Nerdio
Nerdio is an exceptional employer that prioritises the growth and well-being of its employees, offering a collaborative and fast-paced work environment where innovation thrives. With competitive compensation, unlimited flexible paid time off, and a commitment to diversity and inclusion, Nerdio empowers its team members to excel in their roles while contributing to meaningful projects in the Microsoft cloud space. The company fosters a culture of mentorship and knowledge sharing, ensuring that every employee has the opportunity to develop their skills and advance their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Escalation Engineer (Tier 3 Support) in London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Nerdio values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Nerdio might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Nerdio!
✨Direct Apply to Nerdio
Let's not forget to apply directly through the Nerdio website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Escalation Engineer (Tier 3 Support) in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Nerdio.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Nerdio. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Nerdio
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
