About Nerdio At Nerdio, our mission is to simplify the lives of IT professionals and maximize their Microsoft cloud and end user computing investments. Backed by General Atlantic.
About the role
You will be responsible for leading a team of motivated and skilled Support Engineers for our AMER-based Support Team. This role balances hands-on technical support with team leadership, operational oversight, and quality control. You will be leading a team of highly functioning individuals comprised of Level 1 and 2 engineers. This is a working team lead role. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 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
- Act as the first point of escalation for engineers on complex, high-priority, or sensitive cases
- Support onboarding and ramping of new engineers
- Deliver direct coaching and performance feedback aligned with Technical Support expectations
More about this role
About the role
You will be responsible for leading a team of motivated and skilled Support Engineers for our AMER-based Support Team. This role balances hands-on technical support with team leadership, operational oversight, and quality control. You will be leading a team of highly functioning individuals comprised of Level 1 and 2 engineers. This is a working team lead role. You will oversee tickets, coach engineers, and drive operational discipline across the team to achieve a world class support experience for Nerdio customers.
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
- Act as the first point of escalation for engineers on complex, high-priority, or sensitive cases
- 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 and operation of the Nerdio Support queue
- Identify trends and...
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