Support Engineer
Description For Support Engineer
Kandji is seeking a Support Engineer to join their team in Miami. As a Support Engineer, you'll be the frontline of customer interaction, ensuring customer satisfaction and success with the Kandji platform. You'll communicate with customers via chat, email, and video conferences, troubleshoot a wide range of issues across Apple hardware and software, and act as the voice of the customer to the product and engineering teams.
Key responsibilities include:
- Providing efficient and effective customer support
- Owning customer communications from initial contact to resolution
- Influencing support processes and shaping Kandji's customer support tone
- Becoming an expert on Kandji's functionality and Apple ecosystems
- Advocating for customers by funneling feedback to product and engineering teams
- Tailoring communication style to maintain excellent, personalized support
- Working with the engineering team to identify and resolve issues
The ideal candidate must be able to work on-site in Miami 5 days a week, Monday - Friday, from 12:00 PM - 9:00 PM EST. They should have 3+ years of experience in an IT administrator role, excellent understanding of Apple macOS, iOS, and iPadOS, experience with MDM solutions, and strong problem-solving and communication skills.
Kandji offers competitive compensation and benefits, including full health coverage, 401(k) with company match, generous PTO, parental leave, and equity for full-time employees. The company has seen significant growth, with a 600%+ increase in annual recurring revenue since 2021 and partnerships with industry giants like ServiceNow, AWS, and Okta.
Join Kandji to be part of a fast-growing, inclusive team that's transforming the way businesses manage and secure Apple devices.
Responsibilities For Support Engineer
- Communicate efficiently and effectively with customers via chat, email, and video conferences
- Own customer communications from initial contact until resolution
- Influence support processes and shape the tone of Kandji's customer support
- Be an encyclopedia of knowledge about how Kandji works
- Funnel customer feedback to product and engineering teams
- Ensure every customer has a great experience with personalized support
- Work directly with the engineering team to identify and resolve issues
Requirements For Support Engineer
- 3+ years of work experience in an IT administrator role
- Excellent understanding of Apple macOS, iOS, and iPadOS
- Experience managing Apple specific Mobile Device Management (MDM) solutions
- Experience meeting SLAs such as customer satisfaction, initial response, and issue resolution times
- Familiarity with shell scripting and the macOS command line
- Great problem-solving abilities and interest in learning new technology
- Ability to rapidly switch gears across tools while retaining focus
- Excellent communication and writing skills
- Strong emotional intelligence
- Ability to work on-site in Miami 5 days a week, Monday - Friday, 12:00 PM - 9:00 PM EST
Benefits For Support Engineer
- Competitive salary
- 100% individual and dependent medical + dental + vision coverage
- 401(k) with a 4% company match
- 20 days PTO
- 14 paid holidays per year
- 10 health and wellness days per year
- Kandji Wellness Week the first week in July
- Equity for full-time employees
- Up to 16 weeks of paid leave for new parents
- Paid Family and Medical Leave
- Mental Health Benefits through Modern Health
- Fertility Benefits
- Working Advantage Employee Discounts
- Monthly utilities stipend
- Free onsite fitness center
- Free parking
- Lunch 5 days/week
