Senior Technical Support Engineer

About the role

This is not a read-from-a-script support role. You will dig into logs, use AI code tools, write scripts to reproduce and diagnose issues, and work directly with customers to resolve technical challenges across Orka, Citrix, and bare metal environments. You will own Tier 1 ticket flow — managing tickets routed from the support team and the AI-powered support agent — while ramping into Tier 2 across all products. You will partner with the existing Orka support developers for follow-the-sun coverage and collaborate with the Orka development team and SRE on escalations.

Responsibilities

• Develop expertise across MacStadium's full product portfolio
• 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

Requirements

• 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
• Direct experience with Orka, Kubernetes, Apple silicon, and/or macOS virtualization
• Familiarity with AWS — particularly EKS and EC2 Mac instances
• Experience with Citrix or virtual desktop infrastructure (VDI)
• Background in network engineering or administration — troubleshooting connectivity, firewall rules, and infrastructure at the network layer
• Experience with CI/CD systems such as GitHub Actions, Jenkins, or similar — especially in the context of iOS/macOS build and test pipelines
• Experience with Zendesk, Jira, or similar support/ticketing platforms
• Background in supporting SaaS or IaaS products with enterprise customers
• Track record of building internal tools, automation, or process improvements that made a support team more efficient
• Exposure to AI-assisted support tools or willingness to help shape an AI support workflow

Qualifications

Within 30 days: Owning the Tier 1 ticket queue, triaging and resolving tickets across all products. Onboarded on Orka across all three deployment models (MacStadium-hosted, on-prem, AWS) and beginning to shadow the existing Orka support developers on Tier 2 issues. Your dev environment is set up and you have written your first diagnostic script.

Within 60 days: Handling Tier 2 tickets across Orka, Citrix, and bare metal with increasing independence. Contributing to the internal knowledge base. You have identified at least one repetitive workflow and built tooling to streamline it. Actively shaping the AI agent's Tier 1 output quality.

Within 90 days: Fully operational — Tier 1 queue runs smoothly under your ownership, you are resolving Tier 2 issues across the product portfolio, and you are contributing automation and tooling that makes the whole team faster.

Benefits

MacStadium has a defined Information Security Policy and all employees are required to adhere to this policy and sign an acknowledgment and receipt of this policy upon hire.

All offers of employment are conditioned upon successful completion of a background screening process and all employees must comply with the immigration rules and laws in the jurisdiction in which he/she/they will provide MacStadium services.

MacStadium is an Equal Opportunity Employer. All applicants are considered without regard to race, color, ancestry, national origin, gender/gender identity, sexual orientation, marital and family status, religion and religious belief, age, disability, results of genetic information, and service in the military.

Pay

$80,000 - $100,000

Schedule

Based in the US with availability during standard US business hours (Eastern or Central preferred)