Support Engineer Tier 2

Job description

ADDIGY Support Engineer, Tier 2 Role: Support Engineer, Tier 2 Commitment: Full Time Reports To: Director of Customer Support Location: Remote (US) Travel: N/A Tech Stack: G-Suite, Slack, Zoom, Salesforce, Zendesk, Jira, Confluence ABOUT ADDIGY Addigy is a fast-growing SaaS company empowering IT professionals to manage Apple devices at scale. Our platform enables organizations and Managed Service Providers (MSPs) to monitor, secure, and manage macOS, iOS, and iPadOS devices in real time through a single, intuitive interface. We are guided by three core values: Humble – outcomes over ego, every time; Hungry – relentless in our pursuit of progress; and Smart – we’re curious, we dig, we never stop learning. THE OPPORTUNITY The Tier 2 Support Engineer is the technical backbone of Addigy's customer support organization, owning the resolution of complex, escalated issues across macOS, iPadOS, and iOS environments. You will be the resource customers and Tier 1 engineers turn to when a problem is hard, urgent, or has gone unresolved, and you will see it through to a real solution. This role goes beyond ticket resolution. You will represent the Support team in cross-functional squad meetings, contribute to the knowledge base, mentor newer engineers, and help shape how support operates at Addigy. If you are energized by technical depth, customer impact, and continuous improvement, this is your seat. WHY THIS ROLE IS EXCITING Real technical depth: You will troubleshoot complex Apple MDM, macOS, iOS, and iPadOS issues that require genuine expertise, not script-following. Voice of the customer: You will represent the Support team in squad meetings alongside Product and Engineering, directly influencing how customer-impacting issues get prioritized and resolved. Build something lasting: Through knowledge base contributions, process improvements, and mentoring, your work compounds beyond the tickets you close. WHAT YOU'LL DO Customer Support & Ticket Management Own a daily queue of 10-15 active support tickets, responding to customers in a timely manner and managing escalations from Tier 1 with urgency and care Handle escalated tickets from Tier 1, Premium Support tickets, and multi-ticket customer situations through to full resolution Troubleshoot complex issues across macOS, iPadOS, and iOS environments, proactively reaching out to customers via email, chat, or phone to understand and resolve the root cause Follow standard operating procedures to ensure all issues are properly logged, documented, and escalated when needed 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.