Nerdio

Serve as final escalation point for complex technical issues, performing root cause analysis and mentoring lower-tier engineers. | 4+ years technical support experience with expertise in Microsoft cloud technologies, Azure, and networking fundamentals, plus strong communication skills. | 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 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 Mentorship & Enablement 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) Experience supporting Windows desktop environments (Windows 10/11, multi-session) 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) ITIL Foundation certification (or higher) 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! Collaborative Team Culture * 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.

Design and build an internal AI Enablement Platform with Microsoft identity integrations and collaborate with leadership. | 5+ years software engineering with Microsoft Entra ID, Azure, and AI-assisted development experience. | About the role We are looking for a Senior Software Engineer (Individual Contributor) to help design and build Nerdio’s internal AI Enablement Platform within R&D. This team will develop software, tooling, and workflows that enable employees across the company to adopt AI more deeply and use it to improve productivity in meaningful, measurable ways. This is a hands-on engineering role on the R&D team that will work directly with the CEO during the first phase of the initiative to define, build, and operationalize the platform. This project is high-intensity, fast-paced, and focused on rapid progress — candidates who thrive in that type of environment will be well-suited for this role. The role requires strong software engineering fundamentals, a deep understanding of the Microsoft IT stack (including Entra ID, Azure, and Microsoft 365 — particularly around identity and authentication), and deep curiosity about emerging AI development workflows with practical experience using tools such as Claude Code to accelerate high-quality software delivery. As the initiative evolves, the role may continue to expand within this area or transition to other strategic R&D priorities based on business needs. What you'll do Platform Engineering & Internal Tooling Design, build, and maintain internal AI enablement tools, services, and developer workflows Build integrations that connect AI capabilities with internal systems, knowledge sources, and day-to-day workflows Translate ambiguous productivity problems into practical engineering solutions and reusable platform capabilities Develop and iterate on prototypes, proofs of concept, and production-ready implementations Help establish durable engineering patterns, documentation, and operational practices for the platform AI-Native Software Development Use AI-assisted development tools extensively to design, implement, test, debug, and refactor software Bring strong practical experience with Claude-based development workflows, including using Claude for code generation, architecture exploration, testing support, and iterative problem solving Evaluate and improve prompt, context, orchestration, and retrieval patterns to increase quality, reliability, and speed Apply responsible AI engineering practices, including security, privacy, access control, and safe handling of internal data Microsoft Stack & Identity Architecture Implement and integrate Microsoft identity and authentication systems, including Entra ID, Agent 365, and Microsoft 365 services — this is a critical area of technical expertise for this role Navigate and solve complex identity and authentication challenges across the Microsoft ecosystem with deep, hands-on understanding Design and build integrations that correctly leverage Microsoft’s identity infrastructure, including OAuth/OIDC flows, conditional access, and enterprise auth patterns Apply deep knowledge of the full Microsoft IT stack — not just the developer stack, but the IT stack: Entra ID, Agent 365, Microsoft 365, Azure, and their interdependencies Cross-Functional Collaboration Work directly with the CEO and executive leadership to understand platform vision and translate it into engineering priorities Partner with product, design, architecture, security, and business stakeholders to identify high-value AI enablement opportunities Support rollout, onboarding, and internal enablement by helping teams adopt new AI-powered workflows effectively Communicate technical tradeoffs, implementation plans, and outcomes clearly to technical and non-technical audiences Execution & Operational Excellence Deliver features and services end-to-end, from design and implementation through testing, deployment, and iteration Write clean, maintainable, well-tested code and contribute to sound engineering standards and review practices Instrument systems, monitor usage, and help measure the impact of AI enablement on productivity and quality Improve reliability, performance, and maintainability through thoughtful architecture, automation, and continuous refinement Stay current on emerging AI engineering tools and techniques and apply them pragmatically where they create real value Qualifications 5+ years of software engineering experience building production systems in SaaS, cloud, or enterprise software environments Deep, hands-on knowledge of the Microsoft IT stack — including Entra ID, Azure, and Microsoft 365 — with expertise in identity and authentication architecture Strong hands-on coding skills and software design fundamentals, with experience building services, integrations, APIs, and internal platforms Demonstrated experience using AI-assisted development tools in real engineering workflows, with especially strong familiarity with Claude-based development Experience translating ambiguous requirements into robust technical solutions and iterating quickly from prototype to production Excellent problem-solving, debugging, and communication skills Comfortable operating in high-ambiguity, high-intensity, fast-paced environments and working across multiple disciplines Preferred Qualifications Experience building LLM-powered applications, agent workflows, automation systems, or internal developer tools Experience building LLM-powered applications, agent workflows, automation systems, or internal developer tools Familiarity with prompt engineering, context management, retrieval patterns, evaluation workflows, and model/tool orchestration Experience with Entra ID configuration, conditional access, OAuth/OIDC flows, and enterprise auth patterns in the Microsoft ecosystem Experience with CI/CD, observability, and secure enterprise software delivery practices Interest in emerging AI engineering trends and a strong point of view on how tools like Claude can improve software development quality and velocity 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! Collaborative Team Culture * 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.

Manage and close sales opportunities in partnership with Microsoft teams and channel partners to meet sales targets and grow revenue. | 3-5 years in technology sales with SaaS/cloud experience, proven sales track record, MEDDPICC methodology knowledge, CRM proficiency, and a bachelor's degree. | What you'll do Manage and close Nerdio opportunities in alignment with Microsoft's sales teams, channel partners, and direct customers. Achieve monthly, quarterly, and annual sales target goals. Build, manage, and close pipeline and maintain 3x coverage to your assigned quota. Build and maintain strong relationships with Microsoft and its sales teams to grow the partnership and revenue. Use a partnership selling approach to uncover, qualify, and close AVD opportunities. Effectively communicate Nerdio's value proposition, capabilities, and benefits to potential customers. Work closely with the sales team to develop and execute strategies to meet sales targets. Participate in field events with partners and Microsoft counterparts to nurture and drive business in your given territory. Coordinate with other departments within the organization to ensure customer needs are met and projects are delivered successfully. Demonstrate integrity and follow through on commitments to ensure customer satisfaction. Continuously learn and stay up-to-date with industry trends, product knowledge, and sales techniques. Participate in quarterly business review, large deal reviews, and other business focused events. Qualifications A minimum of 3-5 years of experience in similar sales role, preferably in the technology industry: selling cloud computing, IT services, or software-as-service (SaaS) solutions. Proven track record of achieving sales targets and quotas. Familiarity with sales techniques and processes, including lead generation, prospecting, qualifying leads, and closing deals. Strong communication and negotiation skills to engage with potential customers and effectively convey the value proposition of the company's products or services. Experienced selling to the C-Suite. Experienced in MEDDPICC sales methodology. Ability to understand customer needs and identify opportunities for upselling or cross-selling. Experience with CRM software and other sales tools for managing and tracking customer interactions. Familiarity with Microsoft Azure and other cloud technologies. Experience in conducting product demonstrations or presentations to potential customers. Bachelor's degree in related field. Benefits and Incentives 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. 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 salary range for this role is $180,000.00 - $200,000.00 USD OTE per year.

Manage enterprise customer accounts to ensure retention and revenue growth, negotiate contracts, build executive relationships, collaborate with sales and product teams, and track customer engagement. | 9-14 years in customer success/account management in technology, expertise in contract negotiation, strong relationship building, cloud computing knowledge, and CRM proficiency. | What you'll do As a Senior Customer Success Manager, you will work daily with our customer accounts, in partnership with the wider Customer Success and Nerdio team: Manage a book of Enterprise accounts, aiming for a retention rate of 90% or higher, and proactively identify opportunities for revenue expansion. Own the negotiation process for contract renewals and expansions from start to finish. Consult with customers throughout the customer lifecycle to understand their business and strategic goals, ensuring they find ongoing value in Nerdio's products and services. Establish and nurture key relationships with executive sponsors and decision makers within customer organizations. Collaborate closely with Sales and Customer Success leadership to mitigate churn risk, develop account expansion strategies, and drive ongoing customer success. Track customer interactions and engagements within the CRM tool. Evangelize new product features and provide customer feedback to Sales, Product, Customer Success, and Engineering teams. Qualifications Software background in an XaaS business such as SaaS, PaaS, or IaaS, with a preference for candidates experienced in managing customer relationships across IT Operations, Finance, and Software Engineering. Expertise in contract negotiation and conflict resolution. Demonstrated experience in customer relationship management, including developing and fostering relationships at all levels within customer organizations, ideally within the Enterprise segment. Ability to recognize and maximize expansion opportunities. Accurate forecasting skills and a good understanding of the customer base. Comfort with owning a commercial relationship and proven ability to build strong relationships with customers, especially at the executive level, following a LAER model (land, adopt, expand, retain). Articulate value proposition with a technical theme. Required experience A minimum of 9 to 14 years of experience in a customer success or account management role, preferably within the technology industry. Strong understanding of cloud computing, IT services, or related fields. Demonstrated ability to build and maintain strong relationships with customers, ensuring their success and satisfaction. Experience in managing customer accounts, handling escalations, and resolving issues. Proficient in using customer relationship management (CRM) software and other relevant tools Preferred experience Experience working with Managed Service Providers (MSPs) or Enterprise IT Professionals. Familiarity with the Microsoft Azure ecosystem and cloud services. Knowledge of IT project management methodologies and best practices. Experience in conducting customer training sessions or workshops. Understanding of customer success metrics and the ability to analyze data to drive insights. Benefits and Incentives Competitive Base + Commission 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. 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.