Senior Technical Support Engineer

About the Role

At MacStadium, you will own the Tier 1 ticket queue, managing incoming tickets routed from the support team and the AI-powered support agent. You will ramp into Tier 2 support across Orka, Citrix, and bare metal, developing the product expertise to troubleshoot and resolve complex issues independently across the full portfolio. You will write scripts and build tooling to automate repetitive diagnostics, reproduce customer issues, and accelerate troubleshooting workflows. You will partner with the existing US and EU Orka support developers for follow-the-sun coverage and collaborate with the Orka development team and SRE on escalations.

What You Will Do

• Own the Tier 1 ticket queue: manage incoming tickets routed from the support team and the AI-powered support agent, ensuring timely triage, routing, and resolution across all products
• Ramp into Tier 2 support across Orka, Citrix, and bare metal — developing the product expertise to troubleshoot and resolve complex issues independently across the full portfolio
• Write scripts and build tooling (Bash, Python) to automate repetitive diagnostics, reproduce customer issues, and accelerate troubleshooting workflows
• Partner with the existing US and EU Orka support developers to maintain follow-the-sun coverage, share knowledge, and develop shared runbooks and troubleshooting guides
• Help shape the AI support agent's effectiveness — reviewing its output, identifying gaps, tuning responses, and ensuring quality as it handles Tier 1 volume
• Collaborate with the Head of Support on process improvements, knowledge base development, and operational metrics
• Contribute to internal documentation, including root cause analysis write-ups, known issue tracking, and customer-facing KB articles
• Act as a voice of the customer internally, surfacing recurring issues and feature requests to the product and engineering teams

What We Are Looking For

• 3+ years in a technical role: support engineering, systems/network administration, DevOps, or infrastructure operations
• Proficiency scripting in Bash and Python
• Strong systems administration fundamentals: networking (DNS, firewalls, VPNs, TCP/IP), storage, process management, and log analysis across Linux and/or macOS
• Experience with virtualization or container concepts (VMware, Docker, Kubernetes)
• Comfortable working in a CLI-driven environment and reading logs, configs, and API responses to diagnose issues
• Demonstrated ability to manage a ticket queue or support workflow
• Excellent written communication: you can explain complex technical issues clearly to both engineers and non-technical stakeholders, and you document what you learn
• Based in the US with availability during standard US business hours (Eastern or Central preferred)
• Self-directed and comfortable working autonomously on a small, distributed team

Compensation Range

$80,000 - $100,000