Technical Support Specialist

Jobgether • United States

Remote

This Job is No Longer Active This position is no longer accepting applications

AI Summary

The Technical Support Specialist will manage and resolve customer support tickets, ensuring every issue is properly triaged, documented, and progressed to resolution. This role involves direct interaction with enterprise customers using complex Apple-based infrastructure. The ideal candidate will have experience in technical support, IT help desk, or customer-facing technical operations roles.

Key Highlights

Manage and resolve customer support tickets

Collaborate with an AI-driven support agent

Provide escalation support and validate AI outputs

Key Responsibilities

Own and manage the Tier 1 support ticket queue

Provide escalation support by preparing detailed technical summaries, reproduction steps, and customer impact analysis

Handle SSO authentication support across platforms

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Technical Skills Required

Zendesk Apple Business Manager MDM SAML OIDC Okta Entra ID Google Workspace JumpCloud

Benefits & Perks

Competitive salary range: $55,000 - $71,000

Comprehensive health, dental, and vision insurance

401(k) retirement plan with employer match

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Nice to Have

Familiarity with Apple enterprise ecosystems

Experience with identity providers such as Okta, Entra ID, Google Workspace, or JumpCloud

Job Description

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.

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