Support Team Lead - America

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.