Support Engineer - Tier 1 (Apple/SaaS)

TL;DR

Support Engineer - Tier 1 (Apple/SaaS): Providing high-touch technical support to IT professionals managing Apple device ecosystems with an accent on macOS, iOS, and iPadOS troubleshooting. Focus on resolving Zendesk tickets, creating knowledge base documentation, and ensuring superior customer satisfaction.

Location: Remote (US) - Must reside near Miami or Orlando, FL for occasional in-person meetings. Working hours: 12:00 p.m. - 8:00 p.m. East Coast Time Zone.

Salary: $50,000 - $55,000

Company

SaaS company providing industry-leading Apple device management solutions for Managed Service Providers (MSPs) and internal IT teams.

What you will do

• Handle incoming support tickets through various channels, providing white-glove service to IT professionals.
• Troubleshoot and resolve issues within macOS, iPadOS, and iOS environments.
• Escalate complex technical issues to Tier 2 Support Engineers.
• Create and update articles for the Support Knowledge Base.
• Assist with the onboarding and training of new interns and Tier 1 Support Engineers.
• Participate in weekly L10 team meetings and company-wide All Hands events.

Requirements

• Background in Computer Science, I.T., or a related field.
• Must reside near Miami or Orlando, Florida for occasional in-person meetings.
• Ability to work East Coast Time Zone hours (12:00 p.m. - 8:00 p.m.).
• Strong critical thinking and problem-solving skills.
• Positive, adaptable, and collaborative mindset.

Nice to have

• Degree in a relevant technical field.
• Experience in Apple retail or customer-facing technology support.

Culture & Benefits

• Market competitive benefit package.
• Eligibility for an annual bonus based on personal and company performance.
• Structured growth environment utilizing the Entrepreneurial Operating System (EOS).
• Core values focused on being Humble, Hungry, and Smart.
• Clear internal career path toward Support Engineer Tier 2.