Support Engineering Manager, Kandji

• The ideal candidate must be able to go in office 5 days a week Monday - Friday, able to work the following shift: 9:00 AM - 6:00 PM EST
• 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

Desirable

• As the Manager, Support Engineering at Kandji, you will lead our support team that works directly with our customers to make sure they’re happy, productive, and set up for success
• To our customers, your team is Kandji
• You will be the mentor to our team of Support Engineers, and the point of escalation for any obstacles
• 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
• We pride ourselves on creating world-class experiences for our customers
• Our customers rely on Kandji to ensure their Apple devices are managed and secured properly
• We want to make sure that if they have questions, that we answer them with the best support interaction possible
• Our team's top priority is to make our customers' lives easier and that means we need to ensure their experience using Kandji is reliable and easy
• 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