Senior Support Engineer - Enterprise

At Nerdio, our mission is to simplify the lives of IT professionals and maximize their Microsoft cloud and end user computing investments. We support organizations of all sizes looking to deploy, manage, and cost-optimize native Microsoft technologies. We partner with Enterprises and Managed Service Providers all over the world to add value on top of their existing native Microsoft investments like Azure Virtual Desktop (AVD), Windows 365, and Microsoft Intune. Created in 2016, Nerdio has always taken a market-leading and collaborative approach to cloud deployment and management. In fact, our product roadmap is greatly influenced by the regular feedback we receive from having seen companies deploy AVD into production environments several thousand times using Nerdio technology. Today, Nerdio is used in over 50 countries by more than 15,000 organizations of every size and vertical. We’re committed to delivering exceptional service and support, which starts with identifying and supporting the best staff possible. 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 We are looking for a client-facing Support Engineer with strong technical depth and excellent communication skills. In this role, you will serve as a trusted resource for IT professionals and administrators using the Nerdio platform—helping them get the most out of Azure Virtual Desktop, Windows 365, Microsoft Intune, and related Microsoft cloud technologies. This is a software and platform support role: you will be engaging with technically proficient customers, not end users, and your success will be measured by the quality, accuracy, and speed of your resolutions. What you'll do Platform Onboarding & Deployment Support Guide customers through AVD environment deployments and Azure infrastructure setup using Nerdio Manager, drawing on practical experience with AVD deployments and Azure environment management. Collaborate with enterprise customers and MSP partners to assess requirements, validate infrastructure readiness, and ensure deployments are completed in line with best practices. Customer Support & Issue Resolution Provide hands‑on technical support for IT professionals and administrators across the full Nerdio platform, including Azure Virtual Desktop, Windows 365 and Microsoft Intune. Ensure successful incident and problem resolution by responding to cases promptly, diagnosing root causes thoroughly, and delivering clear, effective solutions. Technical Expertise Apply in‑depth knowledge of Microsoft Intune, FSLogix, networking and Active Directory (Azure AD, Azure AD DS, ADDS) to resolve complex issues across customer environments. Work cross‑functionally with internal engineering and product teams to escalate, reproduce and drive resolution of advanced platform issues. Maintain current knowledge of Nerdio platform capabilities and Microsoft cloud technologies to advise customers accurately and confidently. Communication & Customer Success Build strong working relationships with IT administrators and technical stakeholders, communicating clearly and professionally throughout every engagement. Deliver product guidance and technical walkthroughs that help customers maximize the value of their Nerdio deployment. Qualifications 2+ years in technical support, systems administration or cloud infrastructure. Demonstrated experience with Azure Virtual Desktop deployments or Azure environment management; equivalent experience with comparable virtualization platforms will be considered. Working knowledge of Microsoft Intune and Microsoft 365 administration, including endpoint policy management and identity configuration. Solid understanding of networking fundamentals: TCP/IP, DNS, DHCP and firewall configuration. Experience administering Windows Server environments; Linux familiarity is a plus. Proficiency in PowerShell for automation, scripting and system configuration tasks. Strong analytical and troubleshooting skills, with a proven ability to diagnose and resolve technical issues in cloud and hybrid environments. Excellent written and verbal communication skills, with the ability to engage effectively with IT professionals and convey technical information with clarity and precision. Strong documentation discipline—able to record cases, resolutions and best practices to a high standard. Preferred Qualifications Prior experience with the Nerdio platform (NME or NMM) is a significant advantage. Broader Microsoft cloud experience across Azure infrastructure, Intune device management and Microsoft365 services. Knowledge of Active Directory, Group Policy and identity management concepts. Experience with Zendesk or comparable ITSM ticketing platforms. Familiarity with the ITIL framework and service management best practices. What We Offer Microsoft Azure certification sponsorship: Nerdio covers exam fees for relevant Azure certifications (including AZ‑104, AZ‑140, MD‑102 and others) as you grow in the role. The AZ‑104 is expected to be completed within your first 90 days, fully funded. 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! *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. The pay range for this role is: 65,000 – 85,000 USD per year (Remote (United States)) Implementation Services | Technical Product Support | Technical Account Management #J-18808-Ljbffr