Nerdio

• Collaborate with Microsoft's sales teams, channel partners, and direct customers to identify AVD opportunities where Nerdio can offer solutions. • Build and nurture relationships with key stakeholders to drive business growth and increase Nerdio's market presence. • Leverage your understanding of VDI and EUC technologies to position Nerdio as the preferred solution for AVD deployments. • Manage a portfolio of opportunities, ensuring accurate forecasting and pipeline management. • Drive the sales process from lead qualification to closing deals, meeting or exceeding sales targets. • Collaborate with cross-functional teams to deliver comprehensive solutions and exceed customer expectations. • Stay up to date with industry trends, competitive landscape, and emerging technologies related to AVD and EUC. • Conduct market research to identify new opportunities and drive strategic decision-making. • Provide feedback to the product and marketing teams to enhance Nerdio's offerings and go-to-market strategies.

Role Description 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 Benefits - 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! - Collaborative Team Culture * Benefits for international employees, outside the US, vary by country. Company Description 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.

• Serve as the approval checkpoint for all deals before they go out the door. • Review proposed discounts and ensure they fall within approved guidelines. • Analyze price-per-user metrics to protect margins and flag outliers. • Partner with sales leadership to evaluate non-standard deal structures. • Maintain and enforce deal approval policies and escalation paths. • Maintain deal attribution updates to ensure proper mapping to sales teams and individuals. • Enforce data quality broadly across the CRM, flagging outliers or "poor hygiene" and ensuring updates are made properly. • Process end-of-month billing accurately and on time. • Maintain Salesforce accuracy around contract amounts, contract dates, renewal timelines, and related deal data. • Track and reconcile orders throughout their lifecycle. • Coordinate with finance and sales teams to resolve billing discrepancies. • Process Customer Private Offers and Multiparty Private Offers (MPOs) end to end as part of the deal lifecycle. • Create and manage private offers within the Microsoft Marketplace. • Maintain deep working knowledge of Microsoft Marketplace processes, requirements, and updates. • Troubleshoot marketplace-related issues and serve as the go-to resource for internal teams. • Ensure all marketplace transactions are properly documented and aligned with internal records.

• Act as a trusted strategic partner to CFO and CMO by proactively managing priorities, calendars, and time allocation to ensure focus on the highest-impact work. • Anticipate needs and remove friction by staying several steps ahead - surfacing risks, flagging tradeoffs, and resolving issues before they slow the business. • Own complex calendar management for CFO and CMO. • Support meeting preparation for CFO’s and CMO’s leadership team meetings, including agenda creation, gathering pre-reads, identifying outcomes and next steps, and ensuring follow ups. • For the CFO’s and CMO’s full team meetings, facilitate deck creation across their leaders, including creating deck templates and ensuring team members complete their respective sections. • Provide light support with managing CFO’s and CMO’s inboxes. • Support execution of key initiatives by coordinating cross-functional meetings, tracking milestones, and helping leaders stay aligned on priorities. • Manage internal and external communications on behalf of leaders with sound judgment, clarity, and discretion. • Drive operational rigor by organizing workflows, improving and automating processes, and introducing structure as the organization scales, leveraging AI to improve your effectiveness and efficiency. • Coordinate travel and logistics efficiently and cost-consciously, ensuring leaders are prepared and productive while on the move. • Handle sensitive information with the highest level of confidentiality, professionalism, and trust. • Serve as a connector across the organization, building strong relationships and helping teams move faster together.

• You will be responsible for identifying the technical requirements within an opportunity, matching them to Nerdio’s solutions, and accelerating the sales cycle by positioning and demonstrating market differentiators • Demonstrate Nerdio’s capabilities to partners and customers on site, remotely via webinar sessions, and at field events such as conferences and trade shows • Partner with regional sales managers to plan, prepare and execute on strategic deals in complex sales cycles • Successfully match customer pain/requirements to proposed solutions • Support regional sales managers developing the financial business case (ROI) associated with each sales opportunity • Create and deliver powerful presentations and demos that clearly communicate the uniqueness of the value proposition • Manage all technical aspects of RFP / RFI responses • Effectively communicate the prospect’s/customers’ needs to the engineering (R&D) teams for future product enhancements • Collect and document competitive intelligence

• Own Nerdio's Microsoft ecosystem sales strategy and the executive relationships that underpin it. • Expand influence within Microsoft field sales, partner, Azure, marketplace, and executive organizations. • Drive co-sell motions, marketplace growth, joint solutions, and field engagement programs. • Develop and execute partner-led growth strategies that drive measurable ARR contribution. • Build strategic relationships with the proper & most influential VARs, MSPs, GSIs, distributors, cloud consultancies, and technology partners that align to both Nerdio and Microsoft to leverage the sales efforts of each. • Identify and operationalize alliance opportunities that increase market awareness and create scalable demand, resulting in measurable sales growth. • Create repeatable motions that allow partners to source, influence, and close revenue. • Partner closely with Sales, Marketing, Product, Customer Success, and Executive Leadership to align ecosystem strategy to Nerdio’s company priorities. • Establish ecosystem performance metrics and executive reporting that make impact visible and measurable. • Recruit, develop, and lead a high-performing ecosystem sales team and a sales alliance organization. • Set clear goals, scorecards, and operating cadence that drive consistent execution and accountability.

• Manage and close Nerdio opportunities in alignment with Microsoft's sales teams, channel partners, and direct customers. • Achieve monthly, quarterly, and annual sales target goals. • Build, manage, and close pipeline and maintain 3x coverage to your assigned quota. • Build and maintain strong relationships with Microsoft and its sales teams to grow the partnership and revenue. • Use a partnership selling approach to uncover, qualify, and close AVD opportunities. • Effectively communicate Nerdio's value proposition, capabilities, and benefits to potential customers. • Work closely with the sales team to develop and execute strategies to meet sales targets. • Participate in field events with partners and Microsoft counterparts to nurture and drive business in your given territory. • Coordinate with other departments within the organization to ensure customer needs are met and projects are delivered successfully. • Demonstrate integrity and follow through on commitments to ensure customer satisfaction. • Continuously learn and stay up-to-date with industry trends, product knowledge, and sales techniques. • Participate in quarterly business review, large deal reviews, and other business focused events.

• Own and operate the tiered TAP structure, including partner tier definitions, entry/exit criteria, and performance SLAs • Recruit, onboard, and grow Nerdio's strategic technology partner base across partner categories: Applications, Clients & Peripherals, Storage & Infrastructure, DEX, Security, Networking, and Cost Savings • Maintain and evolve Tech Partner Central - the hub for partner documentation, partner cards, landing pages, and joint resources • Track and report partner-influenced pipeline, activations, and joint wins on a quarterly cadence • Serve as Nerdio's primary alliance liaison to Microsoft, covering AVD, Windows 365, Intune, Graph APIs, and Windows App integrations • Identify and drive resolution of key Microsoft integration blockers, measured by adoption impact on targeted SKUs and features • Ensure Nerdio maintains Day 1 support for Microsoft platform GA releases and leverages those milestones in joint go-to-market • Maintain Nerdio's Microsoft TAP program membership, NFR access, and co-sell program participation • Lead key strategic partnerships including Nutanix, IGEL, and others — driving joint customer deployments, technical integrations, and go-to-market programs • Conduct quarterly business reviews (QBRs) with Tier 1 partners, coordinating cross-functional input from Product, Engineering, and Sales • Own partner agreements from negotiation through fully executed signature, including TAP MSAs, co-sell addenda, and NFR/program fee terms • Develop and deliver co-marketing and co-sell motions with partner teams, targeting measurable outcomes such as sourced pipeline and joint opportunities • Create and maintain customer-facing collateral: solution briefs, partner cards, joint landing pages, and use-case content • Present at internal events (NerdioCon, Townhalls, Now & Next sessions) and external partner webinars • Track sponsorship KPIs and online engagement metrics across partner landing pages and shared content • Partner with Product Management and Engineering to translate alliance commitments into the product roadmap and ensure timely integration delivery • Collaborate with Product Marketing to amplify alliance announcements, co-authored content, and analyst recognition • Brief the Sales and SE organizations on how to leverage each tech alliance to accelerate and unblock customer deals • Report alliance program status and KPIs to executive leadership on a regular cadence

• Lead research-driven discovery across internal systems and product areas • Identify and validate new product concepts and automation opportunities • Balance near-term delivery with long-term vision • Translate ambiguous problems into clear product hypotheses • Drive experimentation through prototypes and pilots • Champion AI-assisted development across discovery, design, and delivery • Partner with engineering to deliver AI-powered capabilities such as: Recommendations and insights, Workflow automation, Copilots and guided experiences • Ensure meaningful customer value and adoption • Enforce responsible AI practices (security, privacy, compliance) • Influence Engineering, Design, Architecture, GTM, and Support • Collaborate with internal and external innovation partners • Shape portfolio-level prioritization decisions • Represent product strategy in executive discussions • Spend significant time with internal teams to deeply understand their day-to-day workflows • Act as both learner and teacher — absorb how teams work today and enable them to adopt AI capabilities • Design, deliver, and continuously improve training sessions and enablement programs for internal users • Develop clear, practical guides, reference materials, and documentation to support adoption across the organization • Communicate clearly and compellingly across diverse audiences and organizational levels • Own initiatives end-to-end (discovery → delivery → iteration) • Author PRDs, problem statements, and success metrics • Create UI mockups and iterate on ideas with customers • Define outcomes using OKRs, adoption, and customer impact • Maintain alignment across teams • Continuously refine backlog based on data and feedback

• Design, build, and maintain internal AI enablement tools, services, and developer workflows • Build integrations that connect AI capabilities with internal systems, knowledge sources, and day-to-day workflows • Translate ambiguous productivity problems into practical engineering solutions and reusable platform capabilities • Develop and iterate on prototypes, proofs of concept, and production-ready implementations • Help establish durable engineering patterns, documentation, and operational practices for the platform • Use AI-assisted development tools extensively to design, implement, test, debug, and refactor software • Bring strong practical experience with Claude-based development workflows, including using Claude for code generation, architecture exploration, testing support, and iterative problem solving • Evaluate and improve prompt, context, orchestration, and retrieval patterns to increase quality, reliability, and speed • Apply responsible AI engineering practices, including security, privacy, access control, and safe handling of internal data • Implement and integrate Microsoft identity and authentication systems, including Entra ID, Agent 365, and Microsoft 365 services • Navigate and solve complex identity and authentication challenges across the Microsoft ecosystem with deep, hands-on understanding • Design and build integrations that correctly leverage Microsoft’s identity infrastructure, including OAuth/OIDC flows, conditional access, and enterprise auth patterns • Apply deep knowledge of the full Microsoft IT stack — not just the developer stack, but the IT stack: Entra ID, Agent 365, Microsoft 365, Azure, and their interdependencies • Work directly with the CEO and executive leadership to understand platform vision and translate it into engineering priorities • Partner with product, design, architecture, security, and business stakeholders to identify high-value AI enablement opportunities • Support rollout, onboarding, and internal enablement by helping teams adopt new AI-powered workflows effectively • Communicate technical tradeoffs, implementation plans, and outcomes clearly to technical and non-technical audiences • Deliver features and services end-to-end, from design and implementation through testing, deployment, and iteration • Write clean, maintainable, well-tested code and contribute to sound engineering standards and review practices • Instrument systems, monitor usage, and help measure the impact of AI enablement on productivity and quality • Improve reliability, performance, and maintainability through thoughtful architecture, automation, and continuous refinement • Stay current on emerging AI engineering tools and techniques and apply them pragmatically where they create real value