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.

Whatyou'lldo

• 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