Support Team Lead - EMEA

At 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.

You willbe 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.

• 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

• 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
• 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

• Demonstrate strong working knowledge of:
• FSLogix
• Promote structured troubleshooting and consistent ways of working
• Complete Microsoft AZ104 Certification within 90 days of employment

• 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 and setting technical standards
• Clear communication with both customers and internal stakeholders
• Strong diagnostic and troubleshooting mindset

• 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

• 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,…