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.

Role Description Firstbase is on a mission to empower remote work. The Customer Experience team is the driving force delivering an unparalleled customer experience to those who have chosen to make the investment in their people. - Respond to and resolve customer queries and other inbound/outbound requests via email, in a thoughtful, timely and accurate way. - Act as a process and product expert, being able to quickly and accurately consult users on best practices and how Firstbase operates. - Create and maintain customer-facing FAQs, videos, and other support materials in our Help Center. Strive to empower customers to help themselves. - Collect and share user suggestions, as well as pain points, directly with the rest of the company (particularly our Product and Operations teams). - Identify areas of operational improvement within the CX team as well as the overall organization. Feel and be empowered to make those improvements. Qualifications - 2+ years experience as a Customer Support Specialist in physical goods operations companies, working with logistics carriers and warehouse operations. - BA/BS degree or similar university education. - Ability to work quickly and independently with excellent time management skills. - Excellent written and verbal communication skills that can be tailored to a broad range of requesters, plus innate follow-up skills. - Experience using Zendesk, Jira and/or other help desk software and remote support tools. - Ability to adapt to new tools and technologies. Company Description Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture - one that enables you to Be Seen, Be Yourself, and Do Your Best Work. Remote work is the biggest workplace revolution in history. Nothing will deliver a higher quality of life upgrade in the next decade. The biggest challenge is in providing the infrastructure that makes going remote easy for companies and Firstbase is delivering this core infrastructure that makes remote and hybrid work possible and sustainable for companies around the world.

Role Description We are looking for a Customer Support Specialist (T1). Location: Remote! We have an office in Atlanta, GA and the Greater Toronto Area but you may also work remotely across the US and Canada. - Field tier 1 customer inquiries by way of phone, email, chat, and our ticketing system across a range of products and services. - Directly troubleshoot customer issues and resolve them by implementing attainable solutions. - Evaluate and escalate bugs to development as they come to your attention inside the product. - Provide feedback to develop support processes. Your input will ultimately add value for our customers. - Apply technical writing skills in contributing to our growing knowledge bases (e.g. FAQs, Help Center, Training Material, Internal Documentation). - Empathize with customers by taking ownership and reassuring them that you will resolve their issues in a thorough, thoughtful, and timely manner. - Work cross-functionally with other members within the organization. Qualifications - A bachelor’s degree or equivalent experience. - Proven ability to diagnose, troubleshoot, and resolve technical issues for a SaaS product. - Ability to apply sound judgment and product knowledge to deliver timely solutions. - Fast learner with a track record of mastering new technical tools and systems. - Skilled in providing professional, responsive, and technical assistance to business stakeholders (B2B support). - Previous experience in a high-volume support/customer service role. - Analytical mindset with strong research and problem-solving skills. - Applicable technical writing skills. - The innate desire to serve others and implement solutions in a thorough, thoughtful, and timely manner. - The ability to multitask and prioritize trouble tickets as they come in. - Clear and concise communication skills. - A strong growth mindset and a desire to learn. - A natural puzzle solver. Requirements - Previous experience working for a SaaS startup (not required). - Experience with ticketing systems like Zendesk (not required). - Industry knowledge in “green industry” field management (i.e. landscaping, tree care, etc.) (not required). Compensation - Canada-based candidates: CAD 65,000-75,000. - US-based candidates: USD 55,000 - 65,000. Benefits - Join a team culture that’s all about collaboration, support, and having fun while making a real impact every day. - In the U.S., we offer comprehensive medical, dental, and vision coverage with multiple plan options, plus additional add-ons like HSA/FSA accounts, disability and life insurance, and more. - In Canada, we provide an employer-funded HSA-based benefits plan with drug, dental, and mental health coverage - giving you a flexible way to manage your healthcare needs. - We're committed to your financial future, with 401(k) matching for U.S. employees and RRSP matching for those in Canada. - We invest in your growth through tailored career development conversations and support for tools, courses, and resources to help you thrive. - We offer unlimited Paid Time Off, paid company holidays, and a company-wide winter break from December 24 to January 1 - so you can truly recharge.

Role Description Smartsheet is looking for a Tier 2 Support Escalation Specialist who will be responsible for tackling escalated technical cases from the Support team. They are expected to thoroughly research, test, and document the issue and work directly with customers to resolve their case. The Tier 2 Escalation Specialist works very closely with Tier 3 Escalation Engineers and may often interact with Smartsheet Product & Engineering teams as necessary. The Escalations Team are leaders in the Smartsheet Support organization and looked upon in developing internal processes, helping define KPIs, improving tooling, and identifying areas of opportunity for improvement for the entire organization. This role is responsible for validating, investigating, resolving and/or escalating customer reported issues from the frontline teams, and updating internal/external documentation of their findings as needed. The ability to rapidly shift focus between tasks is key as the Support Escalations team plays a critical role in crisis management and production service impacting events. Successful individuals in this role will enjoy researching, creating, testing, and documenting unknown errors for workarounds and reproducing errors with the appropriate level of escalation documentation to ensure successful handoff to the internal engineering teams and Tier 3. This position requires a highly motivated individual who operates independently and thrives on solving Smartsheet’s toughest problems for our customers. You Will: - Handle escalated cases from the Support team with a high sense of urgency and ownership while keeping the customer appropriately apprised of the investigation. - Support customers via email, chat and phone with strong writing skills and excellent phone manner. - Thoroughly understand, reproduce, document, and solve technical issues. - Identify opportunities for improvement to the Smartsheet application, API, and our various apps and integrations. - Work closely with colleagues on a daily basis to help research and resolve the most complex customer impacting issues. - May rarely assist, at the guidance of a Tier 3 Escalation Engineer, investigation of service impacting events by determining impact, capturing customer signals, and helping manage internal & external communications in crisis management production investigations. - Help build and maintain technical and process documentation for internal and external customers. Qualifications - 2+ years support experience, preferably in an escalations capacity and in a SaaS environment - Ability to work independently or collaboratively in a fast-paced environment - A firm grasp of and comfort using cloud applications - General understanding with HTML, CSS, and one or more programming languages (Javascript, Python, Ruby, Java, C#, etc.) - Desire and aptitude to quickly ramp up on new technologies, languages, and frameworks - Confidence and strong interest in problem solving - Excellent interpersonal and communication (written & verbal) skills and prior customer-facing experience - Possess superior technical troubleshooting skills - Experience working with ticketing / CRM tools, Salesforce/Service Cloud a plus - Willingness to engage on complex matters - Comfortable working in ambiguous situations with little to no direction - Ability to recognize and respond accordingly to how any single issue is affecting a customer(s) - Legally eligible to work in the UK on an ongoing basis Benefits - Employer-paid Private Medical and Dental, additional cost for family members - Monthly contributions toward your pension - Monthly stipend to support your work and productivity - 25 days paid for Holiday + Bank Holidays + Flexible Time Away Program - 20 weeks fully paid Maternity Leave - 12 weeks fully paid Paternity/Adoption Leave - Personal paid Volunteer Day to support our community - Opportunities for professional growth and development including access to Udemy online courses - Company Funded Perks including a counseling membership, salary sacrifice options, and your own personal Smartsheet account - Teleworking options from any registered location in the UK (role specific)