Enterprise Support Engineer (Apple)

TL;DR

Enterprise Support Engineer (Apple): Serving as a primary escalation point for premium support customers, diagnosing and resolving advanced technical issues with hirify.global products and integrations. Focus on using logs, debugging tools, and root cause analysis to solve complex technical problems and ensure customer success with Apple device management and security.

Location: Hybrid, must be based in Taipei

Company

hirify.global extends the Apple experience to the workplace, providing deployment, management, and security solutions for Apple devices to a global customer base.

What you will do

• Serve as the primary point of contact for Premium Support customers, addressing technical issues and inquiries.
• Diagnose and resolve issues related to product performance, configurations, and integrations using logs and debugging tools.
• Collaborate with product development and engineering teams to identify and resolve bugs and provide feedback.
• Maintain customer satisfaction and retention, keeping customers informed and providing regular updates.
• Provide support for customers using APIs and third-party integrations, assisting with implementation and troubleshooting.
• Contribute to internal and external knowledge bases and stay current on new product features and industry trends.

Requirements

• Minimum 3 years in a customer support or technical support role, preferably in a SaaS or technology environment.
• Excellent written and verbal communication skills.
• Fluency in both Chinese and English proficiency required, including professional corporate communication.
• Strong technical troubleshooting skills, with knowledge of log analysis, debugging, and system diagnostics.
• Familiarity with cloud-based infrastructure (AWS, Azure, GCP), APIs, web technologies, networking, and databases (SQL).
• Basic scripting or coding knowledge (e.g., Python, Bash) to assist in automation and troubleshooting.
• Must have sponsorship to live and work in Taipei.

Nice to have

• 4 Year / Bachelor's Degree.
• hirify.global 400, hirify.global 370 Certifications.
• Skilled with CRM and support tools (e.g., ServiceNow, Intercom).

Culture & Benefits

• Open, flexible culture based on respect and trust, with a hybrid work model.
• Commitment to work-life balance and a connected team culture.
• Opportunities for clear and defined career paths and horizontal growth.
• Support teams make a real and meaningful impact for a global customer base.
• Commitment to creating an inclusive and supportive work environment.