Collaboration & Problem Solving

• Represent the Support team in squad meetings, reporting identified ticket trends and driving customer-impacting issues to resolution in collaboration with Product and Engineering
• Create and manage Problem Tickets to track bugs, defects, and major product enhancements, keeping the Support team informed on progress
• Think critically to research and identify solutions to software issues, drawing on internal documentation, external resources, and cross-functional partners

Knowledge & Enablement

• Contribute 3-5 knowledge base articles per month in your area of expertise, creating, updating, and publishing content that improves the experience for customers and teammates alike
• Assist with the onboarding and training of new Tier 1 and Tier 2 Support Engineers
• Complete all required certifications on time, including Addigy Certified Associate (ACA), Addigy Certified Expert (ACE), and relevant Apple certifications
• Continuously identify ways to improve processes, work smarter, and enhance the customer and employee experience

WHAT SUCCESS LOOKS LIKE

In the first 90 days, you will:

• Take full ownership of the Tier 2 escalation queue and establish a consistent daily triage routine
• Resolve an average of 50-60 support tickets per month with high customer satisfaction
• Begin contributing knowledge base articles and demonstrate growing command of the Addigy platform
• Build strong working relationships with squad teams and become a reliable voice of Support in cross-functional meetings
• Complete ACA and ACE certifications and any required Apple training

WHAT YOU BRING

Required

• Minimum 2 years of experience in a technical support, IT, or systems administration role
• Hands-on experience with Apple MDM, including enrollment workflows, configuration profiles, Apple Business Manager, and device lifecycle management
• Strong troubleshooting skills across macOS, iPadOS, and iOS environments
• Proficiency with Zendesk or a comparable ticketing platform, and comfort working in Salesforce, Jira, and Confluence daily
• Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly to customers and internal teams
• Proven ability to manage a high-volume ticket queue with urgency, attention to detail, and a customer-first mindset

Preferred

• Addigy Certified Associate (ACA) or Addigy Certified Expert (ACE) certification, or willingness to complete them within the first 90 days
• Experience contributing to a support knowledge base or internal documentation
• Background supporting MSP customers or enterprise IT environments
• Experience mentoring or training junior support engineers

WHO YOU ARE

• Customer-First: You take ownership of the customer's problem and do not let it fall through the cracks. White-glove service is not a phrase to you, it is how you work.
• Critical Thinker: You are curious, resourceful, and systematic. You dig into the root cause rather than settling for a workaround.
• Collaborative: You communicate proactively across teams, are easy to work with, and make the people around you better.
• Continuous Learner: You pursue certifications, stay current with Apple platform changes, and actively look for ways to improve your craft and the team's processes.

COMPENSATION

Compensation includes a competitive base salary commensurate with experience, plus a comprehensive benefits package. Full details will be shared during the interview process.

Addigy is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are made on the basis of qualifications, merit, and business need.

Originally posted on Himalayas