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Remote Tier 3 Support Jobs (NOW HIRING)

Nerdio

Escalation Engineer (Tier 3 Support)

$80K - $100K/yr

... support queue, the Escalation Engineer is who they land with. This is a Tier 3 role built for ... Experience with Windows Server and Remote Desktop Services * Familiarity with virtualization ...

New

TeamLogic IT

Remote Support Technician Tier 3

Woburn, MA · On-site +1

$65K - $85K/yr

Remote Services - Tier 3 TeamLogic IT of Northeastern Massachusetts About Us: We are an IT Managed Services Provider located in Woburn, MA, focused on providing support for small to mid-sized ...

GCI

Lead Network Support Technician

Anchorage, AK · On-site +1

Tier III Support * Troubleshooting, configuration, administrator, and an expert in one or more of ... Virtual workers must comply with remote work policies and agreements. Additional background checks ...

Gotham Biotech

Technical Support Agent

Portland, ME · Remote

$30 - $35/hr

Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams with comprehensive ... Conduct remote troubleshooting sessions using secure remote access tools. * Maintain up-to-date ...

Vero Networks

NOC Engineer - Tier III

Tulsa, OK · Remote

$85K - $95K/yr

Provide Tier III technical support to internal teams: mentor Tier I/II NOC personnel. * Oversee ... This is a Remote position. * The schedule for this position is based on company requirements for ...

Vero Networks

NOC Engineer - Tier III

Tulsa, OK · On-site +1

$85K - $95K/yr

Provide Tier III technical support to internal teams: mentor Tier I/II NOC personnel. * Oversee ... This is a Remote position. * The schedule for this position is based on company requirements for ...

ManTech International

Remote Support Technician

Mclean, VA · On-site +1

$66K - $109K/yr

Troubleshoot, analyze, and resolve hardware, software, and network issues, performing remote desktop repairs and minimizing escalations to Tier 3 support. * Provide user support and basic training ...

ResolveSoft Inc

Be Seen First

Production Support Specialist

Washington, DC · Remote

$65K - $70K/yr

Tier 2 for programs with their own Tier 1. • Coordinate and manage Tier 3 support escalations between internal teams, external stakeholders, and technical staff. • Monitor and tune system ...

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How much do remote tier 3 support jobs pay per hour?

As of Jul 21, 2026, the average hourly pay for remote tier 3 support in the United States is $26.05, according to ZipRecruiter salary data. Most workers in this role earn between $19.23 and $28.37 per hour, depending on experience, location, and employer.

What is the difference between Remote Tier 3 Support vs Remote Tier 2 Support?

AspectRemote Tier 3 SupportRemote Tier 2 Support
CredentialsTechnical certifications (e.g., CompTIA, Cisco)Basic technical certifications or training
Work EnvironmentAdvanced troubleshooting, complex issue resolutionInitial troubleshooting, issue escalation
Employer & Industry UsageIT service providers, tech companiesIT support teams, MSPs
Common Search & ComparisonRemote Tier 3 Support vs Remote Tier 2 Support

Remote Tier 3 Support involves handling complex technical issues requiring advanced skills and certifications, often working on escalated problems. In contrast, Remote Tier 2 Support focuses on resolving common issues and escalating more complex cases to Tier 3. Both roles are essential in IT support hierarchies, but Tier 3 typically requires more specialized knowledge and experience.

What are Remote Tier 3 Support specialists?

Remote Tier 3 Support specialists are highly experienced technical support professionals who handle the most complex and advanced issues that cannot be resolved by lower-tier support teams. They work remotely to diagnose, troubleshoot, and resolve critical technical problems, often involving deep system analysis, debugging, and collaboration with product development teams. Their expertise allows them to provide solutions for escalated cases, create documentation for recurring issues, and sometimes contribute to product improvements. Tier 3 specialists often have advanced knowledge of software, hardware, or network systems, and play a key role in ensuring customer satisfaction for challenging technical issues.

How does a Remote Tier 3 Support professional typically collaborate with other support tiers and technical teams?

As a Remote Tier 3 Support professional, you will often serve as the escalation point for complex technical issues that Tier 1 and Tier 2 cannot resolve. Collaboration is key, as you'll regularly communicate with lower-tier support to gather detailed case histories and with engineering or development teams to troubleshoot and resolve advanced problems. Effective documentation and clear communication are essential to ensure knowledge transfer and prevent recurring issues. This role often involves participating in cross-functional meetings or virtual stand-ups to align on solutions and share insights.

What are the key skills and qualifications needed to thrive as a Remote Tier 3 Support specialist, and why are they important?

To thrive as a Remote Tier 3 Support specialist, you need advanced technical troubleshooting skills, deep knowledge of the supported products or systems, and typically a relevant IT degree or certifications such as CompTIA, Cisco, or Microsoft. Proficiency with remote desktop tools, ticketing systems, network diagnostics, and sometimes scripting languages is essential for resolving complex issues. Strong analytical thinking, clear communication, and patience set top performers apart in this role. These skills are crucial for efficiently diagnosing and resolving escalated technical problems, ensuring customer satisfaction, and minimizing downtime.
More about Remote Tier 3 Support jobs
What cities are hiring for Remote Tier 3 Support jobs? Cities with the most Remote Tier 3 Support job openings:
What are the most commonly searched types of Tier 3 Support jobs? The most popular types of Tier 3 Support jobs are:
What states have the most Remote Tier 3 Support jobs? States with the most job openings for Remote Tier 3 Support jobs include:
What job categories do people searching Remote Tier 3 Support jobs look for? The top searched job categories for Remote Tier 3 Support jobs are:
Remote Tier 3 Support jobs near you
Infographic showing various Remote Tier 3 Support job openings in the United States as of July 2026, with employment types broken down into 1% As Needed, 69% Full Time, 26% Part Time, 1% Temporary, and 3% Contract. Highlights an 95% Physical, 2% Hybrid, and 3% Remote job distribution, with an average salary of $54,179 per year, or $26 per hour.
Escalation Engineer (Tier 3 Support)

Escalation Engineer (Tier 3 Support)

Nerdio

Remote

$80K - $100K/yr

Full-time

Medical, Life, Retirement, PTO

Posted 5 days ago

New

Job description

About Nerdio
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
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.
The pay range for this role is:
80,000 - 100,000 USD per year (Remote (United States))

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