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Technical Support Specialist
Skills
Software As A ServiceAcceleratorAirline TicketingContextDesktop VirtualizationProject Portfolio ManagementReproduction
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 1–3 years in technical customer support help desk IT support or similar role
- Experience with Zendesk or a similar ticketing system and queue triage
- Excellent written communication for technical and non-technical audiences
- Comfortable using AI tools as a collaborator and productivity aid
- Proven ability to prioritize manage and progress a support queue independently
- Based in the US and available during standard US business hours
- Self-directed and comfortable on a small distributed team
- Working knowledge of an identity provider and SAML or OIDC
- Familiarity with Apple Business Manager and MDM concepts
- Experience supporting a SaaS or infrastructure product
Nice to have
- Autonomous
- Curious
- Bias toward action
- Customer focused
- Organized
- Collaborative
- Detail oriented
Day to day
- Own and maintain the Tier 1 support queue with clear ownership priority and next actions so customers receive timely updates and resolutions
- Triage customer issues handle escalations with full context and keep the customer-facing thread moving through to closure
- Support Apple Business Manager and MDM onboarding troubleshooting enrollment issues and partnering with customer IT teams
- Provide SSO support for SAML and OIDC onboarding troubleshoot authentication and manage certificate renewals
- Review and improve AI-assisted support responses contribute knowledge base content and internal documentation and surface recurring issues to engineering and product