Technical Support Specialist

Skip To Job Description Thank you for visiting our careers site!Who We AreOur mission is to deliver cloud solutions to simplify Mac for business. MacStadium is unique in the cloud computing ecosystem because of our dedication to building innovative cloud solutions for the Mac community.Why We Want You!All MacStadium employees receive competitive salaries, comprehensive benefits packages, and a dynamic work environment where they can grow both personally and professionally.If you are interested to a career with a cutting edge company with great work-life balance, please apply for one of the posted positions or send your resume to [email protected] and tell us why you want to be part of our team!MacStadium is an equal opportunity employer, we not only support diversity in the workforce, we embrace it with a spirit of inclusion.   Technical Support Specialist Remote Full Time Technical Support Mid Level Share About MacStadiumMacStadium is the leading provider of enterprise-class Apple Mac infrastructure. Our Orka platform enables developers and DevOps teams to orchestrate macOS and Apple silicon in the cloud for CI/CD, testing, and development at scale. We serve some of the world's largest companies and are investing heavily in our platform for the future.We are a remote-first company with a global team. We value autonomy, curiosity, and a bias toward action. If you want to have outsized impact on a small team building the future of Apple cloud infrastructure, we would love to hear from you.About the RoleMacStadium's customer base and product portfolio are growing. Overall support volume is increasing. We are investing in the support team to stay ahead of that growth — adding a Tier 1 Support Specialist to continue delivering a best-in-class support experience for our amazing customers. You will act the human counterpart to MacStadium's new Tier 1 AI agent. The AI handles first-touch responses and the high-volume, low-complexity ticket flow. You own the rest: triage oversight for the AI agent, ticket lifecycle from new through solved, every escalation that goes to Orka development, platform engineering or product, and a defined set of Tier 1 software processes that customers depend on.What You Will DoTriage and ticket lifecycle: Every support ticket has a clear owner, priority, and next action. While the AI agent will deliver an instant response for most customer questions, there may be some that require a human touch. We've developed a set of routing rules to efficiently drive towards customer resolutions. You keep the queue healthy — no stale tickets, no orphaned threads, no customer waiting longer than the SLA without an update.Escalations: When a ticket can't be resolved at Tier 1, you package it for the next team with full context: reproduction steps, customer impact, what's already been tried, and links to related tickets. You stay the customer-facing point of contact through resolution so the rest of the team can focus on the fix.Apple Business Manager (ABM) and MDM enrollment: End-to-end ownership of ABM and MDM onboarding for new customers and ongoing enrollment work for existing fleets. Public-key exchange, serial assignment, MDM profile pushes, troubleshooting enrollment failures, and partnering with the customer's IT team when they're new to ABM.SSO support: SAML/OIDC onboarding for new customers (Okta, Entra, Google, JumpCloud), troubleshooting authentication failures, and proactive management of SSO certificate renewals.Working with the Tier 1 AI agent: You're the quality bar for the AI's responses: reviewing its drafts when it flags low confidence, retraining it when it gets a recurring case wrong, and writing the knowledge base articles it draws from. You're the reason the AI gets smarter every quarter.Additionally you will: Partner with the existing US and EU support team to maintain follow-the-sun coverage, share knowledge, and...