Manager – Support Engineering

How you will make a difference day to day

• Lead a team of Support Engineers that communicate efficiently and effectively with our customers - we primarily offer support via chat and email, but you’ll also have video conferences when the need arises.
• Own customer communications from initial contact until resolution to make sure our customers are supported every step of the way.
• Influence support processes and shape the tone of Kandji’s customer support on a rapidly growing team that spans multiple time zones. This includes making data-driven decisions about support schedules and staffing needs.
• Be an encyclopedia of knowledge about how Kandji works - our customers need help troubleshooting a wide range of issues across Apple hardware, wireless connectivity, and software products, so we need to be ready for anything. You will be expected to mentor and train your team so they too can be experts.
• Become our customers’ best advocate; you’ll funnel customer feedback to our product and engineering teams so we can make sure we’re building features our customers will love.
• Ensure every customer has a great experience - our tight-knit team prides itself on providing excellent, personalized support, so you’ll need to be able to tailor your communication style to maintain our standard and identify opportunities to support/recognize team members.
• Work directly with our engineering team to identify current issues and make sure they’re resolved, while keeping our customers informed every step of the way.

Minimum Qualifications

• 4+ years of work experience in a customer support and/or IT role.
• An excellent understanding of Apple macOS, iOS, and iPadOS. Experience managing Jamf Pro, and/or other Apple specific Mobile Device Management (MDM) solutions.
• Experience meeting and defining SLAs such as customer satisfaction, initial response, and issue resolution times.
• Great problem-solving abilities, a curious nature, and a genuine interest in learning new technology in a fast-paced startup.
• The ability to rapidly switch gears across tools while retaining focus on the bigger picture.
• Excellent communication and writing skills with the ability to explain complex topics in easy-to-understand and concise language.
• Strong emotional intelligence; ability to intuit customer sentiment and match their tone to ensure you communicate in the method they’ll relate to most.
• Experience and ability to coach and mentor others, while still taking customer requests and tickets (player/coach).
• Skilled in shell scripting and the macOS command line; comfortable using Terminal to execute commands or run scripts.

Preferred Qualifications

• Experience with large Apple device deployments.
• Experience troubleshooting IT issues on Apple devices, including Macs, iPhone, and iPads.
• Experience with support tools and platforms like Salesforce, Zendesk and JIRA.
• Experience working with Enterprise customers to help resolve complex technical issues.Knowledge and experience setting up and troubleshooting IT equipment like printers, routers, Wi-Fi access points, and Apple devices (Macs, iPhones, iPads).
• You understand how the internet works (i.e. DNS, HTTP, TLS, Certificates, etc).