Team Lead, Solutions Support

Nerdio

3h

About The Position

You will be responsible for leading a team of motivated and skilled Support Engineers for our Enterprise Team. This role balances hands-on technical support with team leadership, queue oversight, and quality control. You will be part of a high 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.

Requirements

• 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

Nice To Haves

• 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

Responsibilities

• Provide daily guidance and direction to Enterprise 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 Enterprise 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
• Identify patterns in recurring issues and raise trends to leadership
• 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 AVD, Intune, and Modern Work issues
• Support enterprise 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: 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
• 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 enterprise 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 your birthday off!
• Collaborative Team Culture
• Benefits for international employees, outside the US, vary by country.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed