Technical Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Specialist based in the United States.

This role sits at the core of a modern, AI-augmented support organization, combining hands-on technical troubleshooting with intelligent workflow orchestration. You will manage and resolve customer support tickets across a fast-moving queue while ensuring every issue is properly triaged, documented, and progressed to resolution. Acting as the human counterpart to an AI-driven Tier 1 support agent, you will oversee escalations, validate AI outputs, and continuously improve support quality. The position involves direct interaction with enterprise customers using complex Apple-based infrastructure, including cloud macOS environments and identity systems. You will play a key role in maintaining seamless customer experience across onboarding, authentication, and platform usage. The environment is highly collaborative, remote-first, and deeply integrated with modern AI and DevOps tools. This is an opportunity to shape the future of technical support in a cutting-edge infrastructure company.

• Own and manage the Tier 1 support ticket queue, ensuring all requests are triaged, prioritized, and resolved within SLA expectations.
• Provide escalation support by preparing detailed technical summaries, reproduction steps, and customer impact analysis for engineering and product teams.
• Support Apple Business Manager (ABM) and MDM onboarding, including device enrollment, configuration, and troubleshooting.
• Handle SSO authentication support across platforms such as SAML and OIDC, including identity provider integrations and certificate management.
• Collaborate with an AI-driven support agent by reviewing outputs, correcting inaccuracies, and improving knowledge base content.
• Maintain high-quality customer communication throughout the full ticket lifecycle, ensuring transparency and resolution ownership.
• Contribute to documentation, internal runbooks, and knowledge base articles to improve support efficiency and consistency.
• Partner with global support teams to maintain coverage continuity and share operational best practices.

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Requirements:

• 1–3 years of experience in technical support, IT help desk, or customer-facing technical operations roles.
• Experience managing ticket queues in systems such as Zendesk or similar platforms.
• Strong troubleshooting skills across software, identity, and infrastructure-related issues.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to diverse audiences.
• Comfortable working with AI tools as part of daily workflows and support processes.
• Experience with identity providers such as Okta, Entra ID, Google Workspace, or JumpCloud (preferred).
• Familiarity with Apple enterprise ecosystems, including Apple Business Manager, MDM tools (Jamf, Kandji, Mosyle), and device enrollment workflows (preferred).
• Basic understanding of networking concepts such as VPNs, certificates, and authentication flows.
• Ability to work independently in a remote, fast-paced, and distributed team environment.
• Based in the United States with availability during standard US business hours.

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Benefits:

• Competitive salary range: $55,000 – $71,000
• Comprehensive health, dental, and vision insurance
• 401(k) retirement plan with employer match
• Generous paid time off (PTO)
• Fully remote-first work environment
• Access to modern AI tools and training resources
• Exposure to cutting-edge Apple infrastructure and cloud technologies
• Career development opportunities in technical support and platform operations
• Inclusive, collaborative, and innovation-driven team culture