Nerdio

Lead go-to-market strategy, team development, and execution for product portfolio with executive collaboration. | 10+ years B2B product marketing in SaaS/cloud, Microsoft ecosystem proficiency, and cross-functional GTM leadership. | About the role Nerdio is looking for a VP, Product Marketing to lead the strategy, team, and execution behind how we bring our products to market. This role sits at the center of our go-to-market motion — partnering closely with our Chief Product & Technology Officer, our Chief Revenue Officer, and their leaders to obtain and translate market, competitor, and customers insights into product strategy, positioning, and messaging, while enabling the field to sell and articulate the value of Nerdio's platform. You'll be the voice of the market inside Nerdio and the voice of Nerdio in the market — leading a team responsible for messaging, launches, competitive intelligence, analyst relations, technical marketing, content strategy, and sales enablement content across our two core audiences: IT teams and the Managed Service Providers who serve them. What you'll do Build, lead, and develop a high-performing product marketing team, setting priorities and standards for how the function operates across the business. Work closely with our Chief Product & Technology Officer, our Chief Revenue Officer, and their leaders, to set and validate our go-to-market product strategy. Serve as an expert on our markets, customers, competitors, and products — ensuring we both translate customer pain points and market opportunities into product direction and articulate how our products best address those pain points. Own bringing products to market, leading cross-functional launch planning and execution from readiness through post-launch measurement. Working closely with our integrated marketing and demand generation teams, build and maintain Nerdio's messaging framework, including nuances for our two core audiences — IT teams within organizations and the Managed Service Providers that serve them — as well as messaging for our highest-priority industry verticals. Help drive the success of our technology alliance partnerships by identifying and articulating how those partnerships maximize value for our joint customers. Lead our content strategy, ensuring a consistent narrative and prioritized roadmap across every stage of the buyer journey. Own competitive intelligence, keeping the company informed on how we win and equipping sales and marketing with the tools to compete effectively. Lead technical marketing, including how we evangelize Nerdio across mediums and the creation of technical content that builds credibility with practitioners. Serve as the face of the Nerdio Valued Professionals (NVP) program and an advocate for the Nerdio community of IT leaders, in close partnership with (though not direct ownership of) our community team. Develop core sales enablement content, including pitch decks, battle cards, and other tools that help our sales team win. Own analyst relations, managing the relationships and narrative that shape how Nerdio is represented in analyst research and rankings, as well as translating insights from analysts into our product and GTM direction. Lead the development of our pricing and packaging, working closely with our product and sales teams. Partner with our brand team to lead our branding and naming efforts, with close input from product and sales teams. Leverage AI to build systems and workflows that translate our reference sources (e.g. existing assets, Gong calls) into content that can be repurposed at scale across mediums. Qualifications 10+ years of B2B product marketing experience, including several years leading and developing a product marketing team, ideally at a high-growth SaaS or cloud technology company. Experience marketing within the Microsoft ecosystem (Azure Virtual Desktop, Windows 365, Intune, Microsoft 365) or a comparable cloud/EUC platform. Demonstrated ability to collaborate with and influence senior executives, including our Chief Product & Technology Officer, our Chief Revenue Officer, and their leaders, to shape shared strategy. Track record of leading go-to-market strategy, product launches, messaging frameworks, competitive intelligence, and analyst relations programs. Experience marketing to both enterprise IT teams and Managed Service Providers, or other dual-audience go-to-market motions. Excellent written and verbal communication skills, with the ability to translate complex, technical product capabilities into clear, compelling narratives for different audiences. Comfort speaking in front of large audiences (e.g., conferences, internal sales teams) preferred. Hands-on comfort using AI tools to build content workflows and scale and standardize marketing output. Bachelor's degree in Marketing, Business, or a related field. A master’s degree is a plus. 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.

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.