Technical Support Specialist

About the role

The role involves acting as the human counterpart to MacStadium's new Tier 1 AI agent, managing the support queue, handling escalations, and collaborating with other teams.

Responsibilities

• Triage and ticket lifecycle: Efficiently drive customer resolutions, ensure no stale tickets, and maintain customer satisfaction within SLAs.
• Escalations: Package tickets for the next team with full context, ensuring the customer remains the point of contact until resolution.
• Apple Business Manager (ABM) and MDM enrollment: End-to-end ownership of ABM and MDM onboarding and ongoing enrollment work.
• SSO support: SAML/OIDC onboarding, troubleshooting authentication failures, and proactive management of SSO certificate renewals.
• Working with the Tier 1 AI agent: Reviewing and improving the AI's responses, contributing to its training, and maintaining the knowledge base.
• Collaboration: Partnering with the US and EU support teams, shaping the AI agent's effectiveness, and contributing to process improvements.
• Documentation: Writing internal documentation, including root cause analysis, known issue tracking, and customer-facing KB articles.
• Internal representation: Acting as a voice of the customer, surfacing recurring issues and feature requests to product and engineering teams.

Requirements

• 1-3 years in technical customer support, help desk, IT support, or a similar role.
• Comfortable in Zendesk (or a peer ticketing system) and confident triaging a queue without hand-holding.
• Excellent written communication: explaining complex technical issues clearly to both engineers and non-technical stakeholders, and documenting what you learn.
• AI Native: Comfortable working with AI tooling as a collaborator and productivity accelerator.
• Demonstrated ability to manage a ticket queue or support workflow.
• 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.
• Working knowledge of at least one identity provider (Okta, Entra ID, Google Workspace, JumpCloud) and the basics of SAML and OIDC.
• Familiarity with Apple's enterprise tooling (Apple Business Manager, MDM concepts, and device enrollment).
• Experience supporting a SaaS or infrastructure product.
• Familiarity with Confluence, Slack, and modern dev/ops collaboration tools.
• Basic networking: understanding of VPN concepts, certificates.

Benefits

Competitive base salary, comprehensive health benefits, 401(k) match, generous PTO, remote-first culture, and access to leading edge AI tools.