Support Engineer III - MDM

• Review escalated MDM tickets from L1/L2 assess the work already performed and prioritize based on customer impact and severity
• Diagnose and resolve complex issues across Apple platforms: configuration profile failures APNs certificate and content token lifecycle problems Apple Business Manager (ABM) and Automated Device Enrollment (ADE) workflows Declarative Device Management (DDM) behaviors FileVault escrow system extensions PPPC/TCC and macOS MDM OS update interactions
• Diagnose and resolve issues across Android platforms: Android Enterprise provisioning (Work Profile Fully Managed Dedicated/COSU) Zero-Touch and QR enrollment failures Managed Google Play app distribution OEMConfig and vendor-specific behaviors (Samsung Knox Zebra) and AOSP device management constraints.
• Reproduce customer-reported issues in lab environments collect device logs (sysdiagnose Console.app mdmclient adb/logcat dumpsys bug reports) and produce clear root cause analysis with supporting data
• Troubleshoot certificate and networking issues related to MDM: SCEP/PKI workflows Wi-Fi/EAP profiles VPN configurations CA trust chains and OpenSSL-based diagnostics
• Enter Jira issues and work directly with L4 Engineering QA and Product Management on resolutions - provide reproducible test cases structured bug reports and clear technical documentation
• Disseminate information from Engineering QA and Product Management to the rest of the support team regarding bugs fixes releases and platform changes
• Maintain all on-hold MDM tickets and ensure timely follow-up and adherence to service-level targets
• Create and deliver MDM-focused training to internal support teams - help level up L1 and L2 technicians on Apple and Android platform fundamentals enrollment workflows and common troubleshooting patterns
• Share knowledge of issues and corresponding resolutions or workarounds with the support organization including the creation of new knowledge base articles runbooks and diagnostic playbooks
• Collaborate with Solutions Engineering on customer escalations or architecture reviews when needed
• Provide structured feedback to Product Management on recurring customer friction systemic issues and feature gaps identified through support interactions
• Must be able to work a set schedule with rotating on-call duties (1 weekend every ~2 months with limited hours/scope)
• Take initiative and provide prompt accurate follow-up to tickets and support calls
• Ability to flourish under limited supervision

• Associate's degree in Computer Science Information Technology or related field and/or equivalent work experience
• 3+ years of hands-on experience in a technical support IT administration systems engineering or device management role with direct Apple and/or Android MDM exposure
• Deep hands-on experience with Apple device management: Apple Business Manager Automated Device Enrollment (ADE) supervision vs unsupervised feature differences APNs lifecycle and renewal configuration profiles and payload structure (.mobileconfig) Declarative Device Management (DDM) concepts Apps & Books (VPP) deployment and Managed App Configuration
• Excellent working knowledge of Android Enterprise: Work Profile Fully Managed (Device Owner) and Dedicated device modes; enrollment methods including Zero-Touch QR NFC and DPC identifier; OEMConfig; and Managed Google Play app lifecycle.
• Comfortable knowledge of OEM-specific nuances across Samsung Zebra Pixel and a fundamental understanding of GMS AOSP security patch levels and Android lifecycle management.
• Experience with macOS-specific MDM behaviors: FileVault enforcement and escrow system extensions PPPC/TCC kernel extensions macOS MDM OS updates vs agent-based patching and login item/system prompt behaviors after profile changes
• Proficiency with device log collection and analysis: sysdiagnose Console.app mdmclient logs on macOS; adb logcat dumpsys bug reporting on Android - and the ability to parse and interpret logs to isolate root causes
• Familiarity with PKI/SCEP fundamentals certificate profiles for Wi-Fi/VPN CA trust chains OpenSSL basics and TLS troubleshooting
• Comfortable with command-line tools and basic scripting (bash/zsh Python or PowerShell) for log parsing diagnostics and producing reproducible test cases
• Awareness of AOSP device limitations and environments without Google Mobile Services
• Experience supporting at least one major MDM/UEM platform (Jamf Kandji Addigy Workspace ONE Intune Ivanti Hexnode Mosyle or similar)
• Strong troubleshooting methodology - able to isolate root causes in complex multi-variable environments rather than relying on scripts or escalation
• Excellent written and verbal communication skills - able to explain complex technical behaviors clearly to customers at varying skill levels and produce high-quality KB documentation
• Strong customer empathy patience and the ability to de-escalate difficult conversations
• Adaptable to new technologies platform changes and evolving processes
• Strong interpersonal skills so as to be able to work in a team-oriented environment
• A good sense of humor
• Certifications: Jamf 100/200 Apple platform certifications (ACMT) Android Enterprise certification training Samsung Knox certification CompTIA Security+
• Familiarity with OOBE platforms across OEMs (KME StageNow Elo View).
• Familiarity with identity and directory integrations (SAML OIDC LDAP Active Directory Entra ID Okta Google Workspace) and their interaction with MDM
• Experience with macOS security primitives: Secure Boot T2/Apple Silicon security chip implications and notarization
• MSP experience or multi-tenant support environments
• Previous experience with Zendesk
• Familiarity with REST tools (Postman cURL) and vendor APIs for reproduction and verification

What We Do

NinjaOne the automated endpoint management platform delivers visibility security and control over all endpoints for more than 30000 customers in 130+ countries. The cloud-native NinjaOne platform simplifies endpoint management patching and visibility for environments at any scale. It is proven to increase productivity reduce security risk and lower costs. 

Why Work With Us

NinjaOne is proud to be an independent founder-led company. NinjaOne is filled with passionate driven people of all backgrounds. We’re proud to celebrate our differences and build a company based on integrity inclusion and acceptance. We invest in our staff and implement a policy of transparency with a flat organizational structure.

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