Customer Support Engineer, Kandji

• 3+ years of work experience in an IT administrator role
• An excellent understanding of Apple macOS, iOS, and iPadOS
• Experience managing Apple specific Mobile Device Management (MDM) solutions
• Experience meeting SLAs such as customer satisfaction, initial response, and issue resolution times
• Familiarity with shell scripting and 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

Desirable

• As a Customer Support Engineer at Kandji, you will be working directly with our customers to make sure they’re happy, productive, and set up for success
• To our customers, YOU are Kandji
• 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
• 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
• 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
• 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
• 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