About the roleYou 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 ExpertiseDemonstrate strong working knowledge of:
- Azure Virtual Desktop (AVD)
- Microsoft Entra ID (Azure AD)
- Active Directory (AD DS / Entra DS)
- 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
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.
The pay range for this role is:
90,000 - 115,000 USD per year (Remote (United States))
