About the role
You will be responsible for leading a team of motivated and skilled Support Engineers for our EMEA-based Support Team. This role balances hands-on technical support with team leadership, queue oversight, and quality control. You will be part of a highly functioning team of individuals comprised of Level 1 and 2 engineers. This is a working team lead role. You will carry cases, coach engineers, and drive operational discipline across the team to achieve world class support.
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
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 of the Nerdio Support queue
Identify trends and recurring issues and partner with leadership on process improvements
Ensure escalated cases meet readiness standards and include proper documentation and diagnostics
Monitor ticket flow, backlog, aging, and response times
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
Nerdio Customer Support:
Provide advanced troubleshooting support for complex Nerdio Product Issues: AVD, Intune, and Modern Work centric.
Support deployments and customer onboarding activities
Engage directly with customers via screen share and 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) o Active Directory (AD DS / Entra DS)
FSLogix
Azure networking fundamentals
Promote structured troubleshooting and consistent ways of working
Complete Microsoft AZ104 Certification within 90 days of employment
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 and setting technical standards
Clear communication with both customers and internal stakeholders
Strong diagnostic and troubleshooting mindset
Preferred Qualifications
Previous experience in providing support for cloud-based services or SaaS (Software as a Service) products
Knowledge of Active Directory, Group Policy, and identity management concepts
Experience with ticketing systems, such as Zendesk
Understanding of ITIL (Information Technology Infrastructure Library) framework and best practices
Certification in relevant technologies, such as Microsoft Azure certifications (e.g., Azure Administrator, Azure Solutions Architect) or ITIL certifications
What We Offer
A collaborative, technically strong Internal IT team where your work directly matters
Exposure to a modern, cloud-first Microsoft stack in a company that builds on top of it
Opportunities to grow into senior technical roles as the team expands
Remote-first flexibility with a supportive, global team culture
Competitive compensation commensurate with experience and local market; benefits package in line with local employment law requirements
Nerdio complies with all applicable employment regulations in the countries where we hire. Specific employment terms, benefits, and statutory entitlements will be discussed during the offer stage based on your country of residence.
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.