Full-Time

Manager – Support Engineering

Confirmed live in the last 24 hours

Kandji

Kandji

201-500 employees

Unified platform for Apple device management

Enterprise Software
Cybersecurity

Mid

Miami, FL, USA

Requires onsite presence in Miami 5 days a week, Monday - Friday.

Category
Customer Experience
Customer Success
Customer Support
Customer Success & Support
Required Skills
iOS/Swift
Requirements
  • 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.
Responsibilities
  • 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.

Kandji provides a platform for managing and securing Apple devices in businesses. Their system allows companies to easily deploy secure devices, update software, and fix vulnerabilities across all their devices. A key feature is the MigrationAgent, which simplifies the transition from older Mobile Device Management (MDM) solutions to Kandji's platform with just a few clicks, making it user-friendly. What sets Kandji apart from competitors is their deep knowledge of the Apple ecosystem and their strong customer support, with engineers available to assist users five days a week. The goal of Kandji is to help businesses strengthen their IT infrastructure and support their growth by effectively managing their Apple devices.

Company Stage

Series D

Total Funding

$280.5M

Headquarters

San Diego, California

Founded

2018

Growth & Insights
Headcount

6 month growth

5%

1 year growth

-9%

2 year growth

-15%
Simplify Jobs

Simplify's Take

What believers are saying

  • Kandji raised $100 million to enhance Apple device management and security solutions.
  • The introduction of Kai, an AI-powered assistant, boosts device management efficiency for Apple fleets.
  • Partnerships like SecureW2 enhance Kandji's service offerings with strategic integrations.

What critics are saying

  • Kandji faces strong competition from established Apple device management platforms like Jamf.
  • Over-reliance on Apple devices poses risks if Apple encounters market or regulatory issues.
  • Rapid tech changes in IT and InfoSec sectors may challenge Kandji's innovation pace.

What makes Kandji unique

  • Kandji specializes in Apple device management, offering a unified platform for businesses.
  • Their MigrationAgent ensures a seamless transition from old MDM solutions with minimal user interaction.
  • Kandji's 24/5 customer support features Mac admin-experienced engineers for peer-to-peer guidance.

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Benefits

Health Coverage - 100% individual and dependent medical + dental + vision coverage

Flexible Spending Account

Equity for full-time employees

New MacBook Pro and software setup

Exciting opportunities for career growth

An outstanding, inclusive culture

4% 401(k) company match

Monthly Uber Eats meal credit

$1,000 Home Office Equipment Stipend

$50 monthly Internet reimbursement

Equipment discounts

Week long company shutdown, first week of August

10 Health and Wellness Days

12 weeks of Paid Parental Leave

14 Holidays