Support Engineer Tier 2

About This Opportunity

We are representing a confidential SaaS client seeking a Support Engineer, Tier 2 to join their customer support organization. This is a remote, full-time role based in the United States.

Our client provides Apple device management solutions to IT professionals and Managed Service Providers. As a Tier 2 Support Engineer, you will be the technical expert customers and junior engineers turn to when issues are complex, urgent, or require deep troubleshooting. You will own escalated cases through to resolution while contributing to knowledge sharing, process improvement, and cross-functional collaboration.

Responsibilities

• Own a daily queue of 10-15 active support tickets, managing escalations from Tier 1 with urgency and professionalism
• Troubleshoot complex issues across macOS, iPadOS, and iOS environments, reaching out proactively to customers via email, chat, or phone
• Resolve an average of 50-60 support tickets per month with high customer satisfaction
• Represent the Support team in cross-functional squad meetings, reporting ticket trends and collaborating with Product and Engineering teams
• Create and manage Problem Tickets to track bugs, defects, and product enhancements
• Contribute 3-5 knowledge base articles per month, creating and updating documentation for customers and teammates
• Assist with onboarding and training of new Tier 1 and Tier 2 Support Engineers
• Complete required certifications on time and continuously identify process improvements

What We're Looking For

Required:

• Minimum 2 years of experience in technical support, IT, or systems administration
• 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 comparable ticketing platforms, plus experience with Salesforce, Jira, and Confluence
• Excellent written and verbal communication skills with ability to explain technical concepts clearly
• Proven ability to manage high-volume ticket queues with attention to detail and customer-first mindset

Preferred:

• Relevant Apple device management certifications or willingness to complete within first 90 days
• Experience contributing to support knowledge bases or internal documentation
• Background supporting MSP customers or enterprise IT environments
• Experience mentoring or training junior support engineers

Tech Stack: G-Suite, Slack, Zoom, Salesforce, Zendesk, Jira, Confluence

How We Work With You

Candidates apply directly through Get A Job.ai. Our recruiting team will screen your application and qualifications. If there's a strong match, we will submit your profile to our client for consideration. Please do not attempt to contact the client directly—all communication should go through our talent team to ensure a professional and organized process.

Pay

Compensation details will be discussed during the screening process with our recruiting team.

Equal Opportunity: Get A Job.ai is committed to inclusive hiring practices and equal employment opportunity. We celebrate diversity and evaluate all candidates based on qualifications, merit, and role fit.