Support Team Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead a team of Level 1 and Level 2 Support Engineers within the AMER-based Support Team.

• Provide daily guidance and direction to Support Engineers.

• Review cases for troubleshooting depth, documentation quality, and communication clarity.

• Set expectations for case ownership, follow-through, and customer updates.

• Serve as the primary escalation point for complex, high-priority, or sensitive cases.

• Facilitate the onboarding and ramp-up process for new engineers.

• Deliver direct coaching and performance feedback.

• Reinforce consistent operational practices across regions.

• Oversee the daily performance and operation of the Support queue.

• Identify trends and recurring issues, collaborating with leadership on process improvements.

• Ensure that escalated cases adhere to standards and include proper documentation and diagnostics.

• Monitor ticket flow, backlog, team performance, and adherence to SLAs.

• Collaborate with the Escalation team to ensure clean and well-documented handoffs.

• Intervene in high-impact cases to stabilize customer situations.

• Assist customers in connecting with the appropriate Nerdio resource when Support is not suitable.

• Provide advanced troubleshooting for complex issues related to Nerdio Manager for Enterprise and Nerdio Manager for MSP.

• Engage customers through webform emails or live troubleshooting sessions.

• Act as a senior technical resource for high-impact customer cases.

• Collaborate with Engineering and Product teams on reproducible issues and feedback.

• Support Sales Engineering and Customer Success during customer engagements.

• Drive alignment across regions to uphold global standards.

⛳️ Requirements

• 5+ years of experience in technical support, cloud infrastructure, or enterprise systems.

• Strong expertise in Azure Virtual Desktop and Intune environments.

• Comfortable leading peers and establishing technical and operational standards.

• Effective communication with both customers and internal stakeholders.

• Strong diagnostic and troubleshooting mindset.

• Prior experience in leading or mentoring others is a plus.

• Microsoft AZ-104 (Azure Administrator) and/or AZ-140 (Azure Virtual Desktop Specialty) certifications are beneficial.

• Previous hands-on experience with Nerdio Manager for either Enterprise or MSP is advantageous.

• Experience providing support for cloud-based services or SaaS products.

• Familiarity with ITSM systems, such as Zendesk.

• Knowledge of the ITIL v4 framework.

• 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, and Azure networking fundamentals.

🏝️ Benefits

• 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.