About the role
You will be responsible for leading a team of motivated and skilled Support Engineers for our AMER-based Support Team. This role balances hands-on technical support with team leadership, operational oversight, and quality control. You will be leading a team of highly functioning individuals comprised of Level 1 and 2 engineers.
This is a working team lead role. You will oversee tickets, coach engineers, and drive operational discipline across the team to achieve a world class support experience for Nerdio customers.
What you'll do
Provide daily guidance and direction to Nerdio Support Engineers
Review cases for troubleshooting depth, documentation quality, and communication clarity
Set expectations for case ownership, follow-through, and customer updates
Act as the first point of escalation for engineers on complex, high-priority, or sensitive cases
Support onboarding and ramping of new engineers
Deliver direct coaching and performance feedback aligned with Technical Support expectations
Reinforce consistent ways of working across regions
Operational Ownership
Own day-to-day performance and operation of the Nerdio Support queue
Identify trends and recurring issues and partner with leadership on process improvements
Ensure escalated cases meet set standards and include proper documentation and diagnostics
Monitor metrics such as; ticket flow, backlog, and team performance
Ensure SLA adherence and proactive communication in priority cases
Partner with the Escalation team to ensure clean, well-documented handoffs
Step in on high-impact cases when needed to stabilize customer situations
Assist navigating customers to the correct Nerdio resource, should Support not be the correct department for their queries.
Nerdio Customer Support
Provide advanced troubleshooting support for complex Nerdio product issues across Nerdio Manager for Enterprise (NME) and Nerdio Manager for MSP (NMM).
Engage directly with customers via webform emails or live troubleshooting sessions
Serve as a senior technical resource for high-impact customer cases
Technical Expertise
Demonstrate strong working knowledge of:
Azure Virtual Desktop (AVD)
Windows 365 Cloud PC
Microsoft Intune
Microsoft Entra ID (Azure AD)
Active Directory (AD DS / Entra DS)
FSLogix
Azure networking fundamentals
Promote structured troubleshooting methods and consistent ways of working
Cross-Functional Collaboration
Partner with Escalation teams to ensure clean handoffs and efficient resolution
Collaborate with the Engineering and Product teams on reproducible issues and feedback
Support Sales Engineering and Customer Success during customer engagements
Drive alignment across regions to maintain global standards
Qualifications
5+ years of technical support, cloud infrastructure, or enterprise systems experience
Strong experience with Azure Virtual Desktop and Intune environments
Comfortable leading peers; setting technical and operational standards
Clear communication with both customers and internal stakeholders
Strong diagnostic and troubleshooting mindset
Preferred Qualifications
Prior experience leading or mentoring others is advantageous
Microsoft AZ-104 (Azure Administrator) and/or AZ-140 (Azure Virtual Desktop Specialty) certifications are advantageous
Prior hands-on experience with Nerdio Manager for either Enterprise or MSP, is advantageous
Previous experience in providing support for cloud-based services or SaaS products
Experience with ITSM systems, such as Zendesk
ITIL v4 framework
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.