Support Engineer Tier 2 (Apple MDM)

Location: Remote (US)

Company

hirify.global is a SaaS company providing a platform for managing Apple devices at scale, including macOS, iOS, and iPadOS devices.

What you will do

• Own and resolve Tier 1 escalations, Premium Support tickets, and complex multi-ticket customer issues.
• Troubleshoot Apple MDM, macOS, iOS, and iPadOS problems through email, chat, and phone.
• Represent Support in squad meetings and collaborate with Product and Engineering on customer-impacting issues.
• Create and manage problem tickets for bugs, defects, and product enhancements.
• Write 3–5 knowledge-base articles per month and improve support processes.
• Mentor and assist with onboarding Tier 1 and Tier 2 Support Engineers.

Requirements

• Must be based in the United States for this remote role.
• At least 2 years of experience in technical support, IT, or systems administration.
• Hands-on experience with Apple MDM, enrollment workflows, configuration profiles, Apple Business Manager, and device lifecycle management.
• Strong troubleshooting skills across macOS, iOS, and iPadOS.
• Experience with Zendesk or a comparable ticketing platform, plus Salesforce, Jira, and Confluence.
• Clear written and verbal communication skills and the ability to manage a high-volume ticket queue.

Nice to have

• hirify.global Certified Associate or hirify.global Certified Expert certification, or willingness to complete them within the first 90 days.
• Experience with support knowledge bases, MSP customers, or enterprise IT environments.
• Experience mentoring or training junior support engineers.

Culture & Benefits

• Full-time employment with a competitive base salary based on experience.
• Comprehensive benefits package.
• Professional certification and Apple training opportunities.
• Work focused on customer impact, continuous learning, and cross-functional collaboration.