About NerdioAt 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 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 doProvide daily guidance and direction to Nerdio Support EngineersReview cases for troubleshooting depth, documentation quality, and communication claritySet expectations for case ownership, follow-through, and customer updatesAct as the first point of escalation for engineers on complex, high-priority, or sensitive casesSupport onboarding and ramping of new engineersDeliver direct coaching and performance feedback aligned with Technical Support expectationsReinforce consistent ways of working across regionsOperational OwnershipOwn day-to-day performance and operation of the Nerdio Support queueIdentify trends and recurring issues and partner with leadership on process improvementsEnsure escalated cases meet set standards and include proper documentation and diagnosticsMonitor metrics such as; ticket flow, backlog, and team performanceEnsure SLA adherence and proactive communication in priority casesPartner with the Escalation team to ensure clean, well-documented handoffsStep in on high-impact cases when needed to stabilize customer situationsAssist navigating customers to the correct Nerdio resource, should Support not be the correct department for their queries.Nerdio Customer SupportProvide 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 sessionsServe as a senior technical resource for high-impact customer casesTechnical ExpertiseDemonstrate strong working knowledge of:Azure Virtual Desktop (AVD)Windows 365 Cloud PCMicrosoft IntuneMicrosoft Entra ID (Azure AD)Active Directory (AD DS / Entra DS)FSLogixAzure networking fundamentalsPromote structured troubleshooting methods and consistent ways of workingCross-Functional CollaborationPartner with Escalation teams to ensure clean handoffs and efficient resolutionCollaborate with the Engineering and Product teams on reproducible issues and feedbackSupport Sales Engineering and Customer Success during customer engagementsDrive alignment across regions to maintain global standardsQualifications5+ years of technical support, cloud infrastructure, or enterprise systems experienceStrong experience with Azure Virtual Desktop and Intune environmentsComfortable leading peers; setting technical and operational standardsClear communication with both customers and internal stakeholdersStrong diagnostic and troubleshooting mindsetPreferred QualificationsPrior experience leading or mentoring others is advantageousMicrosoft AZ-104 (Azure Administrator) and/or AZ-140 (Azure Virtual Desktop Specialty) certifications are advantageousPrior hands-on experience with Nerdio Manager for either Enterprise or MSP, is advantageousPrevious experience in providing support for cloud-based services or SaaS productsExperience with ITSM systems, such as ZendeskITIL v4 frameworkBenefits and IncentivesCompetitive Base and Incentive PlanStock OptionsHealth 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.
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