Technical Support Agent

Satechi · San Diego Metropolitan Area · 1 mo ago

On-siteCustomer Service$23–$26/hrFull-time

About the role

Satechi is an award-winning consumer electronics brand known for creating innovative and sleek tech products and accessories. Our commitment to limitless and ever-evolving technology ensures that our products seamlessly integrate into modern lifestyles. We value teamwork, creativity, enthusiasm, responsibility, and tolerance, which drive our innovation and dedication to quality. With a global presence in over 25,000 stores, Satechi delivers high-quality accessories that inspire creativity and enhance everyday experiences for people worldwide.

Who you are

You're a hands-on technical support pro who genuinely enjoys cracking the kind of compatibility puzzles that come with Mac, iPad, and iPhone accessories. You know your way around a ticking system like Zendesk (or a similar platform), and you're comfortable using AI-powered tools and AI agents in your day-to-day work. You'll partner closely with our Sr. Technical Support Supervisor and Technical Support Manager to help keep these workflows running smoothly. You bring a customer-first mindset, sharp written communication, and a love of consumer tech.

Schedule

This is a full-time, on-site role based in our San Diego HQ.

Responsibilities

Customer Support & Troubleshooting — Apple Ecosystem (primary)

Manage and resolve Zendesk tickets, inbound calls, and live chat with timely follow-through
Troubleshoot hardware, software, USB-C, Thunderbolt, docking stations, hubs, and display connectivity issues
Support customers with compatibility troubleshooting across Windows and macOS
Apply structured troubleshooting methodology before approving replacements or returns
Test returned devices and validate USB-C, docking, and multi-display functionality
Identify recurring product or usage patterns and document findings clearly

Asset Management

Provide on-site support for employees across laptops, desktops, monitors, printers, and mobile devices
Perform system imaging, device configuration, equipment swaps, and workspace setup
Maintain accurate IT asset inventory and support device refresh cycles using Iru (formerly Kandji) or JAMF

Requirements

Associate's or bachelor's in a related field, or equivalent hands-on experience
2+ years in customer-facing technical support involving consumer electronics, Apple hardware, or peripherals
Demonstrated use of AI powered solutions or tools (highly preferred)
Deep working knowledge of macOS, iOS and the USB-C / Thunderbolt / Power Delivery / DisplayPort stack on Apple hardware
Experience with a customer support ticketing system such as Zendesk or similar platform
Strong written communication and structured troubleshooting skills
Prior work at a consumer electronics, Apple accessory, or DTC hardware brand preferred

Benefits

Competitive salary package with up to 10% end-of-the-year performance bonuses
Comprehensive benefits package including health, dental, and vision insurance, and 401k
Work environment promoting work-life balance
Dynamic, diverse, equitable and inclusive workplace culture with opportunities for professional growth

Pay

The pay range for this position in California is $23–26 per hour; however, base pay offered may vary depending on job-related knowledge, skills, and experience.