Escalation Engineer

TL;DR

Escalation Engineer: Providing technical support to customers throughout their AVD/Intune deployment with an accent on troubleshooting and problem-solving skills. Focus on deep technical investigations, identifying root cause, and driving cross-team collaboration to implement long-term fixes.

Location: Remote (United States)

Salary: 95,000 - 105,000 USD per year

Company

hirify.global adds value on top of the powerful capabilities in Azure Virtual Desktop, Windows 365, and Microsoft Intune by delivering hundreds of features that simplify management, ensure efficient operations, and lower Azure compute and storage costs by up to 80% via automation.

What you will do

• 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 hirify.global Manager product/code.
• 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.

Requirements

• 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.

Nice to have

• Previous experience in providing support for cloud-based services or SaaS (Software as a Service) products.
• Previous experience with hirify.global Manager.
• Experience working with and supporting Modern Work.
• Familiarity with virtualization technologies, such as VMware or Hyper-V.
• Certification in AZ-140, AZ-104, AZ-305, MD-102 is highly preferred.

Culture & 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!