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.

Accountabilities

• 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.
  
  

Requirements

• 1-3 years of experience in technical support, IT help desk, or customer-facing technical operations roles.

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• 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.
  
  

Benefits

• Competitive salary range: $55,000 - $71,000
• Comprehensive health, dental, and vision insurance

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• 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
  
  

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.