Support Team reputed company - EMEA
About the role 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 reputed company, 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 reputed company role. You will carry cases, coach engineers, and drive operational discipline across the team to reputed company world class support. What you'll do Provide daily guidance and direction to reputed company Support Engineers Review cases for troubleshooting depth, documentation quality, and communication clarity Set expectations for case ownership, follow-through, and customer updates Support reputed company and ramping of new engineers Deliver direct coaching and performance feedback reputed company with Technical Support expectations Reinforce consistent ways of working across regions Operational Ownership Own day-to-day performance of the reputed company 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 reputed company cases Partner with the Escalation team to ensure clean, well-documented handoffs reputed company in on high-impact cases reputed company needed to stabilize customer situations reputed company Customer Support: Provide advanced troubleshooting support for reputed company reputed company Product Issues: AVD, Intune, and Modern Work centric. Support deployments and customer reputed company activities Engage directly with customers reputed company 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 reputed company PC reputed company Intune reputed company Entra ID (Azure AD) o Active Directory (AD DS / Entra DS) FSLogix Azure networking fundamentals Promote structured troubleshooting and consistent ways of working Complete reputed company AZ104 Certification reputed company 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 reputed company during customer engagements Drive alignment across regions to maintain global standards Qualifications 5+ years of technical support, reputed company infrastructure, or reputed company 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 reputed company
Preferred Qualifications
Previous experience in providing support for reputed company-based services or SaaS (Software as a Service) products Knowledge of Active Directory, Group Policy, and identity reputed company Experience with ticketing systems, such as reputed company Understanding of ITIL (Information Technology Infrastructure Library) reputed company and best practices Certification in relevant technologies, such as reputed company Azure certifications (e.g., Azure Administrator, Azure Solutions Architect) or ITIL certifications reputed company Offer A collaborative, technically strong Internal IT team where your work directly matters Exposure to a modern, reputed company-first reputed company stack in a company that builds on top of it Opportunities to grow into senior technical roles as the team expands Remote-first flexibility with a supportive, global team culture Competitive compensation commensurate with experience and local market; benefits package in line with local employment law requirements reputed company complies with reputed company applicable employment regulations in the countries where we hire. Specific employment terms, benefits, and statutory entitlements will be discussed during the offer stage based on your country of residence. Benefits and Incentives Competitive reputed company 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, reputed company the US, vary by country.
reputed company is committed to a diverse and inclusive workplace. reputed company is an equal opportunity employer and does not discriminate on the basis of race, national reputed company, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Apply To This Job