Customer Support Engineer - Apple, MDM exp required (REMOTE)

Remote

03 Jan 2022

Remote

Full Time

1


Qualifications

    • 3+ years of work experience in a customer support and/or IT administration role.
    • An excellent understanding of Apple macOS, iOS, and iPadOS.
    • Experience managing Jamf Pro, and/or other Apple specific Mobile Device Management (MDM) solutions.
    • Experience meeting SLAs such as customer satisfaction, initial response, and issue resolution times.
    • Familiarity with shell scripting and the macOS command line; comfortable using Terminal to execute commands or run scripts.
    • Great problem-solving abilities, a curious nature, and a genuine interest in learning new technology in a fast-paced startup.
    • The ability to rapidly switch gears across tools while retaining focus on the bigger picture.
    • Excellent communication and writing skills with the ability to explain complex topics in easy to understand and concise language.
    • Strong emotional intelligence; ability to intuit customer sentiment and match their tone to ensure you communicate in the method they’ll relate to most.
    • Must be able to work Pacific Time Zone hours 9am to 6pm PST.

Nice to haves, but NOT required

    • Experience with support tools and platforms like Salesforce, Zendesk and JIRA.
    • Experience working with Enterprise customers to help resolve complex technical issues.
    • Knowledge and experience setting up and troubleshooting IT equipment like printers, routers, Wi-Fi access points, and Apple devices (Macs, iPhones, iPads).