Support Team Lead - America

At Nerdio, our mission is to simplify the lives of IT professionals and maximize their Microsoft cloud and end user computing investments. 

• →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

• 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.

• 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

• 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

• 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

• 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