REMOTE | Support Engineer - Tier 1

Ideal for individuals with a love for Apple devices and a background in Computer Science, I.T., or related fields. Experience in Apple retail or customer-facing technology support is a plus. A degree is welcome but not required; equivalent experience will also be considered. This position is remote, and the ideal candidate would reside near Miami or Orlando for occasional in-person meetings.

About the role

Full-time Support Engineer (Tier 1) for a high-tech SaaS company. Reports to the Director of Customer Support. No direct reports. Remote role aligned with East Coast Time Zone.

Responsibilities

• Timely handling of incoming support tickets through all pertinent channels
• Escalation of complex support issues to Tier 2 Support Engineers to resolve tickets
• Contribute to Support Knowledge Base Articles
• Assist with onboarding of new Addigy Interns and Tier 1 Support Engineers
• Work on Zendesk tickets and resolve issues with superior customer satisfaction
• Address customer inquiries via email, chat, phone, etc.
• Troubleshoot macOS, iPadOS, and iOS environments; escalate when needed
• Proactively call customers to better understand complex issues
• Research and identify solutions before escalating
• Use internal documentation/resources to resolve issues
• Create/update Knowledge Base articles
• Follow SOPs to log/document issues; escalate unresolved cases
• Continuously identify ways to improve processes and customer experience

Performance Metrics

• Take ownership of 6-8 new support tickets daily from the support queue
• Manage 15-20+ support tickets daily with timely responses
• Complete all required training and certifications (ACA, ACE, Apple)

Qualifications

• Positive, adaptable, and collaborative
• Work effectively in a fast-moving, evolving environment
• Self-motivated, goal-oriented, and curious
• Demonstrate critical thinking and problem-solving skills

Schedule

Training hours: 9:30 a.m. – 5:30 p.m. (approximately 6 weeks).
Regular hours: 12:00 p.m. – 8:00 p.m., East Coast Time Zone.

Pay

Base compensation starting at $50,000 – $55,000 based on experience and qualifications, with eligibility for an annual bonus based on both personal and company performance.

Benefits

Market-competitive benefit package.

Other Expectations

• Set quarterly Rocks/performance milestones with your manager and review progress each quarter
• Participate in weekly 1:1 meetings with your manager
• Capture measurable results on the weekly scorecard in Ninety.io
• Participate in weekly L10 Team Meetings
• Attend All Hands Meetings and other company events as requested
• Attend other cross-functional team meetings as requested

About Addigy

Addigy is a Miami-based SaaS company building software to support the Apple Community. Our mission is to empower Managed Service Providers (MSPs) and Internal IT teams with industry-leading solutions for Apple device management. We are committed to security, scalability, and delivering the best Apple experience. Addigy leverages EOS (Entrepreneurial Operating System).

Core Solutions

• Security & Compliance: Secure access controls, encrypted communications, regular compliance updates
• Device Management & Information: Real-time monitoring, maintenance, reporting of Apple devices
• Monitoring & Remediation: Tools for proactive issue resolution, troubleshooting, and compliance
• Customizable Configuration: Tailor device management with policies and automation
• Lifecycle Management: User-friendly console for onboarding and offboarding devices

Core Values

• Humble: Share credit, admit mistakes, and support the team
• Hungry: Go above and beyond, take initiative, and stay passionate
• Smart: Show empathy, listen actively, and adapt communication styles