Solutions Engineer, Kandji

• 5+ years of work experience managing Apple devices, preferably as an engineer in a consulting, pre-sales technical, or a professional services role
• An excellent understanding of Apple macOS, iOS, and iPadOS and core services like Apple Business Manager / Apple School Manager, MDM, Automated Device Enrollment, Apple Push Notification Service, Apps & Books, etc
• Fluency with shell scripting, Python, and/or the macOS command line; comfortable using Terminal to execute commands or run scripts
• 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
• Exceptional ability to collaborate across multiple teams and represent technical details to different audiences

Desirable

• As a Solutions Engineer at Kandji, you will be working directly with our Solutions, Sales, Support, and Product teams
• You will share your expertise in Apple device management to guide team members to understand the problems we are trying to solve, help customers to understand how Kandji can help them solve complex technical workflows, and resolve any technical challenges that arise in that process
• You delight customers with your insight into how Kandji can solve business and technical problems
• You’re an important part of turning prospects into customers and set the tone for the quality technical resources and support that Kandji provides
• You’ll also act as the voice of the customer by sharing customer feedback and insights with our Product team and reporting issues to our engineers
• Work with the Solutions team to develop technical resources including scripts, API examples, training, documentation for product features, and represent Kandji to customers, partners, and the larger community of Apple Admins
• Work hand-in-hand with the Succes and Sales teams by participating in calls with existing and potential customers to show them a demonstration of Kandji in action. You’ll provide commentary, detailed technical explanations, and examples based on your experience with managing Apple devices with MDM and other tools
• Communicate efficiently and effectively with our customers throughout sales and support interactions by email. Your writing is clear, direct, and friendly
• Coordinate with the sales team to prepare for sales meetings by researching potential customers, reviewing information from discovery calls, and tailoring your comments to the needs of each customer and their position in the sales cycle
• Be an encyclopedia of knowledge about how Kandji works - our existing and potential customers represent a wide range of needs across Apple hardware, wireless connectivity, and software products, so you need to be ready for anything
• Influence our processes and shape the tone of our onboarding as we work with customers from around the world
• 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 interaction throughout the sales and onboarding process, so you’ll need to be able to tailor your communication style to maintain the Kandji standard
• Work directly with our Support team to identify any issues and make sure they’re resolved while keeping our customers informed every step of the way. You’ll handle some Tier 2/3 tickets and write support articles as part of your normal week
• Provide technical training and lead sales enablement activities to ensure our team is prepared to explain how Kandji works, where we fit in the Apple ecosystem, and how we can solve problems with our customers
• 30% of your time is spent on sales calls, 30% on support activities, and 40% on internal projects and collaboration
• 25-50% travel may be required in the future
• Required to work on-site 5x a week in our London office