At a Glance
- Tasks: Lead a skilled team of Support Engineers while providing hands-on technical support.
- Company: Join a dynamic tech company focused on cloud solutions and customer success.
- Benefits: Enjoy competitive pay, stock options, unlimited PTO, and health plans.
- Other info: Remote-first culture with opportunities for career growth and a collaborative team environment.
- Why this job: Make a real impact by guiding a talented team and solving complex tech issues.
- Qualifications: 5+ years in technical support with strong Azure Virtual Desktop and Intune experience.
The predicted salary is between 50000 - 65000 £ per year.
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.
What you'll do
- 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) or 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
Benefits and Incentives
- 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!
Nerdio is committed to a diverse and inclusive workplace. Nerdio is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Support Team Lead - EMEA employer: Nerdio
Nerdio is an exceptional employer that fosters a collaborative and innovative work culture, where your contributions directly impact the future of cloud technology. With a commitment to employee growth, we offer ample opportunities for professional development and encourage feedback to shape our product roadmap. Located in a dynamic environment, we provide a fast-paced yet supportive atmosphere that empowers you to thrive and make meaningful contributions to the IT community.
StudySmarter Expert Advice🤫
We think this is how you could land Support Team Lead - EMEA
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nerdio. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Nerdio before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Support Team Lead - EMEA
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Nerdio:Your cover letter is your chance to shine! Tell us why you want to work at Nerdio specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Nerdio!
How to prepare for a job interview at Nerdio
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
