Support Engineer, Tier 2

Job not on LinkedIn

🔥 12 hours ago

🐊 Florida – Remote

🐊 Florida – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Addigy

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏢 Enterprise

☁️ SaaS

💰 Private Equity Round on 2022-08

Enterprise • SaaS

Addigy is a cloud-based Apple device management solution that simplifies the management of Apple devices in real time. With features like real-time access to devices, rapid deployment of new Macs, and tools for remote control and policy enforcement, Addigy empowers IT teams to maintain compliance and efficiently manage software updates. The platform also integrates seamlessly with various IT tools, offering businesses a comprehensive solution for managing their Apple ecosystem.

📋 Description

• Own a daily queue of 10-15 active support tickets and respond to customers in a timely manner • Handle escalated Tier 1 tickets, Premium Support tickets, and multi-ticket customer situations through full resolution • Troubleshoot complex issues across macOS, iPadOS, and iOS environments • Contact customers via email, chat, or phone to understand and resolve root causes • Follow standard operating procedures to log, document, and escalate issues • Represent Support in squad meetings with Product and Engineering • Report ticket trends and drive customer-impacting issues to resolution • Create and manage Problem Tickets for bugs, defects, and major product enhancements • Research software issues using internal documentation, external resources, and cross-functional partners • Contribute 3-5 knowledge base articles per month • Assist with onboarding and training new Tier 1 and Tier 2 Support Engineers • Complete required certifications, including ACA, ACE, and relevant Apple certifications • Identify process improvements and enhance customer and employee experience

🎯 Requirements

• Minimum 2 years of experience in a technical support, IT, or systems administration role • Hands-on experience with Apple MDM, including enrollment workflows, configuration profiles, Apple Business Manager, and device lifecycle management • Strong troubleshooting skills across macOS, iPadOS, and iOS environments • Proficiency with Zendesk or a comparable ticketing platform • Comfort working in Salesforce, Jira, and Confluence daily • Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly • Proven ability to manage a high-volume ticket queue with urgency, attention to detail, and a customer-first mindset • Addigy Certified Associate (ACA) or Addigy Certified Expert (ACE) certification preferred, or willingness to complete them within the first 90 days • Experience contributing to a support knowledge base or internal documentation preferred • Background supporting MSP customers or enterprise IT environments preferred • Experience mentoring or training junior support engineers preferred

🏖️ Benefits

• Comprehensive benefits package • Competitive base salary commensurate with experience • Equal opportunity and inclusive work environment