Support Engineer Tier 2
New
A
AddigySaaS, Apple Device Management
Remote (US)Full-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- Minimum 2 years of experience in a technical support, IT, or systems administration role
- Required Skills
- SalesforceJiraConfluenceZendeskiOS
Requirements
- Minimum 2 years of experience in a technical support, IT, or systems administration role.
- Hands-on experience with Apple MDM (enrollment workflows, configuration profiles, Apple Business Manager, device lifecycle management).
- Strong troubleshooting skills across macOS, iPadOS, and iOS environments.
- Proficiency with Zendesk or comparable ticketing platform.
- Comfort working in Salesforce, Jira, and Confluence.
- Excellent written and verbal communication skills for technical explanation.
- Proven ability to manage a high-volume ticket queue.
- Willingness to complete Addigy Certified Associate (ACA) and Addigy Certified Expert (ACE) certifications within 90 days.
Responsibilities
- Own a daily queue of 10-15 active support tickets, managing escalations from Tier 1 with urgency.
- Troubleshoot complex issues across macOS, iPadOS, and iOS environments via email, chat, or phone.
- Represent the Support team in squad meetings to drive customer-impacting issues to resolution with Product and Engineering.
- Create and manage Problem Tickets to track bugs, defects, and major product enhancements.
- Contribute 3-5 knowledge base articles per month.
- Assist with onboarding and training of new Tier 1 and Tier 2 Support Engineers.
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