Support Team Lead - EMEA

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.