Senior Support Engineer – Enterprise

About Nerdio

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, AD DS) 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 a technical support, systems administration, or cloud infrastructure role.
• 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 pr