Support Team Lead - America
About The Position
The Support Team Lead will lead Nerdio’s AMER-based team of Level 1 and Level 2 Support Engineers. This is a working team lead role that combines hands-on technical support with team leadership, operational oversight, and quality control. The role oversees support tickets, coaches engineers, and promotes operational discipline to deliver a high-quality support experience for Nerdio customers. The role owns day-to-day queue operations and performance, supports escalations, and promotes consistent service standards across regions. It also provides advanced troubleshooting for complex Nerdio product issues involving Nerdio Manager for Enterprise (NME) and Nerdio Manager for MSP (NMM), working directly with customers and collaborating with internal teams.
Requirements
- At least 5 years of technical support, cloud infrastructure, or enterprise systems experience.
- Strong experience with Azure Virtual Desktop and Intune environments.
- Comfort leading peers and setting technical and operational standards.
- Clear communication with customers and internal stakeholders.
- Strong diagnostic and troubleshooting mindset.
Nice To Haves
- Prior experience leading or mentoring others.
- Microsoft AZ-104 (Azure Administrator) and/or AZ-140 (Azure Virtual Desktop Specialty) certifications.
- Hands-on experience with Nerdio Manager for Enterprise or MSP.
- Previous experience supporting cloud-based services or SaaS products.
- Experience with ITSM systems such as Zendesk.
- ITIL v4 framework.
Responsibilities
- 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.
- Serve as the first escalation point for complex, high-priority, or sensitive cases.
- Support onboarding and ramping of new engineers.
- Deliver 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 standards and include proper documentation and diagnostics.
- Monitor ticket flow, backlog, and team performance metrics.
- 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 to stabilize customer situations when needed.
- Help customers find the appropriate Nerdio resource when Support is not the correct department for their queries.
- Provide advanced troubleshooting for complex Nerdio product issues across Nerdio Manager for Enterprise (NME) and Nerdio Manager for MSP (NMM).
- Engage directly with customers through webform emails or live troubleshooting sessions.
- Serve as a senior technical resource for high-impact customer cases.
- Promote structured troubleshooting methods and consistent ways of working.
- Collaborate with Engineering and Product on reproducible issues and feedback.
- Support Sales Engineering and Customer Success during customer engagements.
- Drive alignment across regions to maintain global standards.
Benefits
- Competitive base and incentive plan.
- Stock options.
- Health and welfare plans.
- Life and disability plans.
- Retirement plan.
- Unlimited flexible paid time off, including a birthday off.
- Collaborative team culture.
- Benefits for international employees outside the US vary by country.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
