Solutions Support Manager

About Nerdio
Nerdio adds value on top of the powerful capabilities in Azure Virtual Desktop, Windows 365, and Microsoft Intune by delivering hundreds of features that simplify management, ensure efficient operations, and lower Azure compute and storage costs by up to 80% via automation. 
Leveraging Nerdio, partners can manage customers’ cloud environments through streamlined, multi-tenant, workflow-powered technology that allows them to create and grow cloud-based recurring revenues. Enterprise IT professionals can deliver and maintain a wide range of virtual Windows endpoints across hybrid workforces with ease and fine-tune end-user computing (EUC) approaches for maximum effectiveness using powerful monitoring and analytics capabilities.
We are a fast-moving, nimble company looking for individuals who are collaborative, empathetic, driven and who love to move at the speed of light. If you want to be part of the AVD transformation that Microsoft and Nerdio are leading, then we want to speak with you.

About the Role

Our technical team is looking for a Solutions Support Manager with strong technical and communication skills. You’ll dive right in and be an instrumental member of our technical team and will be exposed to the Nerdio platform and our internal and external partners.

What You'll Do

1. Team Leadership and Management:

• Lead and manage a team of Support Engineers providing guidance, mentorship, and support

• Foster a customer-centric culture within the team, focusing on delivering high-quality technical support and ensuring customer satisfaction

• Collaborate with the Vice President of Technical Solutions to define strategies, goals, and priorities for the Solutions Support team

2. Technical Support and Issue Resolution: 

• Oversee the support operations and ensure timely and effective resolution of customer issues related to Microsoft Azure solutions

• Collaborate with cross-functional teams, including product development and engineering, to escalate and resolve complex technical issues
• Provide technical expertise and guidance to the team in troubleshooting and resolving customer support cases

3. Customer Engagement and Relationship Management: 

• Serve as a key point of contact for escalated customer issues, ensuring effective communication and resolution

• Build and maintain strong relationships with enterprise clients, understanding their needs and providing proactive support  
• Collaborate with the sales team to support customer retention and identify opportunities for upselling and cross-selling

4. Performance Monitoring and Improvement: 

• Monitor and evaluate the team's performance, including response times, resolution rates, and customer satisfaction

• Identify areas for improvement and implement strategies to enhance the team's performance and productivity

• Stay updated with the latest industry trends and technologies to provide effective support and guidance to the team

Qualifications and Experience

• Minimum of 8 years of experience in technical support or a related role, preferably in a software or cloud computing environment. 
• Strong leadership and managerial skills, with the ability to motivate and develop a team. 
• Excellent technical knowledge and experience with Microsoft Azure and related technologies.
• Familiarity with virtualization technologies, preferably AVD (Azure Virtual Desktop).
• Effective problem-solving and decision-making abilities. 
• Strong communication and interpersonal skills to engage with customers and internal stakeholders. 
• Ability to multitask and prioritize effectively in a fast-paced environment. 

Education and Technical Background

• Bachelor's degree in Computer Science, Engineering, or a related field.
• Knowledge of Active Directory, Group Policy, and identity management concepts.
• Experience with ticketing systems, such as JIRA or ServiceNow. 
• Certification in AZ-140 and AZ-104 is highly preferred. 
• Familiarity with ITIL or other IT service management frameworks.

Benefits and Incentives

• Competitive Base + 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. 
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. Apply