Support Engineer, Tier 2

This is a fully remote position, open to applicants in Florida.

📋 Description

• Manage a daily workload of 10-15 active support tickets, ensuring timely responses to customers.

• Address escalated Tier 1 tickets, Premium Support cases, and multi-ticket scenarios until fully resolved.

• Diagnose intricate issues within macOS, iPadOS, and iOS systems.

• Communicate with customers through email, chat, or phone to identify and resolve root causes.

• Adhere to standard operating procedures for logging, documenting, and escalating issues.

• Represent the Support team in squad meetings with Product and Engineering departments.

• Monitor ticket trends and facilitate the resolution of customer-impacting issues.

• Develop and oversee Problem Tickets related to bugs, defects, and significant product enhancements.

• Investigate software issues utilizing internal documentation, external resources, and collaboration with cross-functional teams.

• Contribute 3-5 knowledge base articles each month.

• Assist in the onboarding and training of new Tier 1 and Tier 2 Support Engineers.

• Complete necessary certifications, such as ACA, ACE, and other relevant Apple certifications.

• Identify opportunities for process enhancements to improve both customer and employee experiences.

⛳️ Requirements

• At least 2 years of experience in a technical support, IT, or systems administration role.

• Practical experience with Apple MDM, including enrollment workflows, configuration profiles, Apple Business Manager, and device lifecycle management.

• Strong troubleshooting abilities across macOS, iPadOS, and iOS platforms.

• Familiarity with Zendesk or a similar ticketing system.

• Comfortable using Salesforce, Jira, and Confluence on a daily basis.

• Outstanding written and verbal communication skills, capable of clearly explaining complex technical concepts.

• Proven track record of managing a high-volume ticket queue with urgency, meticulousness, and a customer-first approach.

• Preferred Addigy Certified Associate (ACA) or Addigy Certified Expert (ACE) certification, or a willingness to obtain them within the first 90 days.

• Experience in contributing to a support knowledge base or internal documentation is a plus.

• Background in supporting MSP customers or enterprise IT environments is preferred.

• Experience in mentoring or training junior support engineers is advantageous.

🏝️ Benefits

• Comprehensive benefits package.

• Competitive base salary based on experience.

• Equal opportunity and inclusive work environment.