Technical Support Specialist

Role overview

This opportunity is being represented on behalf of a partner employer, which will handle applications and the later stages of the hiring process. The employer is seeking a Technical Support Specialist located in the United States.

The position is part of a modern support function enhanced by AI, where you will combine practical troubleshooting with workflow coordination. You will be responsible for handling support requests in a busy queue, making sure each issue is correctly assessed, recorded, and moved toward resolution. In this role, you will function as the human partner to an AI-based Tier 1 support agent by managing escalations, checking the accuracy of AI-generated responses, and helping improve the overall support experience. The work includes direct support for enterprise customers using Apple-centric infrastructure, including cloud macOS environments and identity platforms. You will help keep onboarding, authentication, and platform access running smoothly while working in a highly collaborative, remote-first environment that makes extensive use of AI and DevOps tooling.

Accountabilities

• Take full ownership of the Tier 1 ticket queue, making sure each request is prioritized, triaged, and closed within SLA targets.
• Prepare detailed escalation notes, including technical findings, steps to reproduce the issue, and an explanation of customer impact for engineering and product teams.
• Assist with Apple Business Manager and MDM onboarding tasks such as device enrollment, setup, and troubleshooting.
• Support single sign-on issues across SAML and OIDC workflows, including integrations with identity providers and certificate-related work.
• Work alongside an AI support agent by reviewing responses, correcting errors, and strengthening help-center content.
• Keep communication clear and consistent throughout the ticket journey so customers always know the status and next steps.
• Help build and maintain documentation, internal runbooks, and knowledge base resources that improve speed and consistency in support delivery.
• Coordinate with support colleagues across regions to preserve coverage and exchange effective operational practices.

Required background

You should have 1 to 3 years of experience in technical support, IT help desk, or a customer-facing technical operations role. Experience using ticketing tools such as Zendesk or comparable platforms is expected. Strong problem-solving ability across software, identity, and infrastructure issues is important, along with excellent written and spoken communication skills that make technical information easy to understand for different audiences.

Comfort using AI tools in daily support work is part of the role. Familiarity with identity platforms such as Okta, Entra ID, Google Workspace, or JumpCloud is preferred. Experience in Apple enterprise environments, including Apple Business Manager, MDM solutions like Jamf, Kandji, or Mosyle, and device enrollment processes is also preferred. A basic grasp of networking topics such as VPNs, certificates, and authentication flows will be useful. You should be comfortable working independently in a fast-moving, distributed remote setting and be available during standard US business hours.

Benefits and compensation

• Estimated annual salary range of USD 55,000 to USD 71,000.
• Health, dental, and vision coverage.
• 401(k) retirement plan with employer contribution matching.
• Generous paid time off.
• Fully remote-first work setup.
• Access to modern AI tools and training materials.
• Exposure to advanced Apple infrastructure and cloud technology.
• Growth opportunities in technical support and platform operations.
• An inclusive, collaborative, and innovation-focused team culture.

Hiring and privacy information

Applications are reviewed through an AI-assisted matching process designed to evaluate candidates quickly and consistently against the role’s core requirements. The system identifies the strongest matches and shares the shortlist with the hiring company, while interviews, assessments, and final decisions are handled by the employer’s internal team.

By applying, you acknowledge that the recruiting platform may process your personal data to assess your application and share relevant details with the hiring employer. This processing is based on legitimate interest and pre-contractual steps under applicable data protection laws, including GDPR. You may exercise rights such as access, correction, deletion, and objection at any time.

Artificial intelligence tools may also be used to support parts of the recruitment workflow, including resume review, response analysis, and detection of inconsistencies or verification signals in application materials. These tools assist the recruitment team but do not replace human judgment, and final hiring decisions are made by people.