tier 1 support

Togetherwork

<div>Tier 2 Support

Location: Remote

Onsight Pro is a modern gym management platform built for climbing and fitness facilities, and we're actively growing our customer base by migrating gyms from our legacy platform. As that migration program scales, we need a dedicated support professional to own the customer experience from the moment a gym goes live &mdash; through onboarding, an elevated stabilization period, and into long-term ongoing support.

The Customer Support Specialist will serve as the primary point of contact for customers after they launch on Onsight Pro. In the near-term, this means guiding newly migrated customers through onboarding and training, managing a structured post-migration Hypercare period, and providing steady-state support as customers settle into day-to-day operations on the platform.

This is a role with real ownership and visibility. You'll be at the front line of the Onsight Pro customer experience at a pivotal stage in the product's growth.
<h3 class="jobSectionHeader">
What You'll Do</h3>
<h4 class="jobSectionHeader">Customer Onboarding &amp; Training (Near-Term Priority)</h4>

In the early stages of this role, you'll play an active part in getting newly migrated customers up and running on Onsight Pro. This includes:
<ul>
<li>Conducting onboarding calls and training sessions with gym owners and front desk staff to walk them through key platform workflows</li>
<li>Orienting customers to core Onsight Pro features including check-in, point of sale, membership management, reporting, and integrations (Stripe, Smartwaiver)</li>
<li>Sending follow-up documentation, workflow guides, and resources to support customers after training sessions</li>
<li>Helping customers build confidence and operational independence in the platform ahead of and immediately following go-live</li>
</ul>
As the team grows, dedicated onboarding and training responsibilities will transition to a specialized role. In the interim, this will be a meaningful part of how you set customers up for success.

<h4 class="jobSectionHeader">Post-Migration Hypercare Support</h4>

When a customer goes live on Onsight Pro, they enter a structured stabilization period called Hypercare &mdash; approximately six weeks of elevated, high-touch support designed to ensure a smooth and stable transition. As the primary owner of this period, you will:
<ul>
<li>Serve as the dedicated point of contact for customers immediately following their go-live</li>
<li>Conduct regular check-in calls with customers to monitor stability, surface issues early, and maintain customer confidence</li>
<li>Triage incoming issues, classifying them as bugs or feature requests and evaluating severity using established priority frameworks</li>
<li>Create, document, and manage issue tickets, ensuring problems are clearly described, properly prioritized, and routed to the appropriate teams</li>
<li>Communicate resolution timelines and status updates to customers throughout the fix cycle</li>
<li>Coordinate internal validation of fixes before returning issues to the customer for confirmation</li>
<li>Manage customer re-testing and officially close out resolved issues</li>
<li>Transition customers from Hypercare to standard support when stability criteria are met</li>
</ul><h4 class="jobSectionHeader">Defect &amp; Issue Triage</h4>
<ul><li>Participate in regular defect triage meetings, bringing customer impact data and support ticket volume to prioritization discussions</li>
<li>Track issues using established P1&ndash;P4 severity levels, escalating critical issues immediately and routing lower-priority items through standard channels</li>
<li>Ensure support tickets are accurately linked to corresponding engineering issues for proper tracking and reporting</li>
</ul><h4 class="jobSectionHeader">Ongoing Customer Support</h4>
<ul><li>Provide responsive, knowledgeable support to Onsight Pro customers after they exit the Hypercare period</li>
<li>Handle inbound support inquiries related to platform workflows, billing, integrations, and general usage</li>
<li>Identify trends in customer questions and issues, and surface patterns to the Product team to inform roadmap and documentation priorities</li>
<li>Contribute to the development of support documentation, help articles, and internal runbooks</li>
</ul><h4 class="jobSectionHeader">Customer Communication &amp; Documentation</h4>
<ul><li>Communicate proactively and clearly with customers &mdash; in writing and over calls &mdash; across all phases of the customer lifecycle</li>
<li>Document meeting summaries, decisions, and action items promptly after each customer interaction</li>
<li>Build strong, trust-based relationships with customers during a period of significant change for their businesses</li></ul> 


<h3 class="jobSectionHeader">What You Bring</h3>
<ul><li>Experience in a customer-facing support, customer success, implementation, or training role, preferably in a SaaS or software environment</li>
<li>Strong written and verbal communication skills &mdash; you can translate technical concepts into plain language for small business owners, and business context into clear details for an engineering team</li>
<li>Comfort working with issue-tracking and support ticketing tools (e.g., Jira, Zendesk, or similar)</li>
<li>An organized, process-oriented mindset; you can work within defined workflows while also helping to improve them over time</li>
<li>Ability to manage multiple customers simultaneously at different stages of their lifecycle &mdash; from onboarding through long-term support</li>
<li>A collaborative approach &mdash; you'll work closely with Migration, Product, and Engineering teams and need to be an effective bridge between them and the customer</li>
<li>Experience with Rock Gym Pro and/or the climbing industry</li></ul> 


The Company offers a comprehensive employee benefits program, including:
<ul>
<li>Medical, dental, and vision insurance options</li>
<li>100% Employer paid short/long term disability</li>
<li>Basic Life</li>
<li>401(k) option with company match up to 4%</li>
<li>Flexible paid personal/vacation time built on mutual trust and accountability</li>
<li>10 sick days annually</li>
<li>10 company paid holidays</li>
<li>6 weeks paid parental leave</li>
<li>Pet Insurance</li>
<li>Medical Travel Benefits</li>
<li>Infertility Benefits</li>
<li>Teladoc</li>
<li>Employee Assistance Program</li>
<li>Wellness Benefits &amp; Engagement Platform</li>
</ul>
Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws.

Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities &amp; sororities, gyms, dance studios, religious congregations, pet services, and more.

Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities. 


Interview Process &amp; Expectations 
Our interviews are designed to be interactive and conversational. Candidates are expected to respond based on their own experience and thinking during live interviews.

To ensure a fair and consistent interview experience, the use of real-time AI tools or other external assistance to generate or guide interview responses is not permitted. Interviews are intended to reflect an individual's judgment, problem-solving approach, and communication.

<div>CCPA Disclosure Notice: Click Here</div></div>

Tier 2 Support

Surgimate

<div>The Support Engineer (Tier 3) is responsible for delivering high-quality technical and functional support to Surgimate clients. This role serves as the primary point of contact for inbound support requests and owns issues from initial intake through resolution.
This individual will troubleshoot complex product and workflow issues, collaborate cross-functionally to resolve escalations, and ensure timely, accurate responses in alignment with service level expectations.
This is a non-account management role focused on support, issue resolution, and support operations excellence.
What you&rsquo;ll do:<ul><li>
Own and manage the technical support queue, delivering timely and effective resolution of customer inquiries while maintaining a strong customer-centric focus. Engage with users through our ticketing system (Salesforce) and phone support.</li><li>
Manage and prioritize incidents based on severity, ensuring timely resolution and clear communication during escalations.</li><li>
Investigate and resolve complex technical issues through debugging, log analysis, and root cause identification across APIs, integrations, and system components.</li><li>
Create and maintain internal and customer-facing documentation to improve self-service and team efficiency.</li><li>
Develop deep expertise in our product and underlying systems to effectively diagnose issues and guide customers and internal teams.</li><li>
Serve as a liaison between Customer Experience and Engineering by escalating complex issues, improving workflows, and identifying opportunities for product enhancements.</li><li>
Analyze support trends and metrics to identify recurring issues and drive systemic improvements.</li><li>
Translate complex technical issues into clear, actionable guidance for both technical and non-technical users.</li><li>
Ensure adherence to SLAs and reporting requirements to drive and exceed user satisfaction.</li><li>
Identify opportunities to automate support processes and improve tooling to increase efficiency and reduce manual effort.</li><li>
Collaborate with vendors (API/HL7) to troubleshoot issues and improve technical efficiency.</li><li>
Ensure all support activities align with security, privacy, and compliance standards (e.g., HIPAA).</li><li>
Support additional initiatives and responsibilities as assigned by leadership.</li></ul>
About you:<ul><li>
You bring experience building and improving technical support workflows, documentation, and reporting, and thrive in fast-paced, startup environments. This role is well-suited for someone growing into (or already operating at) a technical lead level, with a desire to take ownership and drive impact.</li><li>
You&rsquo;re equally comfortable diving into the details of complex issues or handling smaller tasks with care - no ticket is too big or too small. You enjoy problem-solving, exploring unfamiliar systems, and seeing issues through to resolution, partnering closely with Engineering when needed.</li><li>
You are a proactive self-starter who remains calm under pressure, effectively prioritizing and managing multiple tasks in a dynamic environment.</li><li>
You have experience working with APIs (required), and ideally familiarity with HL7; coding or scripting experience is a strong plus.</li><li>
You&rsquo;re also comfortable traveling as needed to support customers and participate in team activities.</li></ul><h3 class="jobSectionHeader">
Working Conditions</h3><ul><li>
Remote-first role with occasional travel required</li><li>
Flexibility to work extended hours as needed to support key initiatives</li></ul>
_____________________________
<h2 class="jobSectionHeader">Learn more about Surgimate</h2>
Our Product &amp; Mission:
At Surgimate, we&rsquo;re one company with three powerful platforms &mdash; Surgimate, ImplantBase, and openDoctor &mdash; working together to transform how surgeries are coordinated and delivered. Each platform supports a different phase of the surgical journey, from patient access and scheduling to implant management and post-operative care. United under one mission, we&rsquo;re building the essential operating system for surgical orchestration &mdash; helping providers deliver faster, smarter, and safer care.
Our Team:
At Surgimate, we are a remote first team distributed across the US with R&amp;D Centers in Israel &amp; India. We offer opportunities for our team to spend time together at meetups, volunteer, and work flexibly.
Read more about our team &amp; values here: 
https://www.surgimate.com/ 
https://us.implantbase.com/
https://opendr.com/
Our Benefits:
Full time, US based team members can expect:
<ul><li>Competitive salary plus commissions/bonus, 401(k) with company match up to 4%
</li><li>Medical, dental &amp; vision plans for the employee through Cigna. Plus, employee covered plans available for dependents.
</li><li>Long Term Disability and Life Insurance
</li><li>Monthly Home Internet &amp; Wellness allowances
</li><li>10 Holidays + 2 Holiday Eves
</li><li>18 days PTO, 18 days Sick Leave
</li><li>Additional days off for SurgiGive (volunteering 1), Birthday Celebration (1) &amp; Recharge (3)
</li></ul>Our benefits may vary by country. Please ask your recruiting contact if you have any questions.
Applicants must be authorized to work in the United States without sponsorship.
Compensation Range: $86K - $106K</div>

Tier 3 Support Engineer

Scale Computing

<div>Description:

Location: Indianapolis, IN
Department: Technical Support
Job Type: Full-time, Hybrid
Reports to: Technical Support Manager
Who We Are
Scale Computing is a global leader in edge computing, hyperconverged infrastructure, and managed networking solutions. We deliver innovative, secure, and scalable technology that powers critical operations worldwide.
What We Are Looking For
The Tier 1 Technical Support Engineer is a critical role in supporting our post-sales Scale Computing customers because our number one goal is to make our customers exceptionally happy when they seek our support.
A successful Tier 1 Support Engineer requires impeccable problem-solving, communication, and interpersonal skills, along with patience, a customer-friendly attitude, and the ability to work in a team environment. Our employees are intelligent, enthusiastic, entrepreneurial, and actively create the vision of Scale Computing.
Tier 1 Support Engineers will work directly with the entire support organization to maintain an above-industry average Net Promoter Score (NPS) and meet/exceed Team and Individual goals and Key Performance Indicators (KPIs) as established by Support Management&mdash;bonus points for those who are passionate about delivering high customer satisfaction.
What You&rsquo;ll Do<ul><li>
Complete Scale Computing&rsquo;s Onboarding program and work with management to identify any gaps in the training plan</li><li>
Provide support for the Hyper-converged computing clusters for Scale Computing end-users, customers, and partners</li><li>
Answer customer calls and respond to customer cases via all origins (email, chat, etc.) while delighting our customers with a friendly and helpful experience</li><li>
Troubleshoot and problem-solve analytically while utilizing a vast knowledge base of documentation and other standard operating procedures (SOPs)</li><li>
Escalate issues not resolvable via the knowledge base to Tier 2, as well as set customer expectations for follow-up (i.e., when to expect a follow-up contact and by whom)</li><li>
Participate in the on-call rotation as agreed by the Tier 1 &amp; 2 Support team. When on-call, be prepared to address technical issues at all times</li><li>
Partner with our Services team for scheduled Service-related tasks, including installation of SC//Platform and 3rd party product integrations</li><li>
Provides excellent customer service to EVERY internal and external customer</li><li>
Stay up-to-date on new product features and updates, and proactively seek out additional resources and training to deepen understanding of the product.</li><li>
Develop and maintain supplemental skills such as networking and 3rd-party product integrations, which can help enhance overall product knowledge.</li><li>
Learn and maintain advanced technical knowledge about all aspects of supported products and services provided by Scale Computing</li><li>
Understand 3rd-party product integrations sold and supported by Scale Computing</li></ul>
Requirements:

 What You&rsquo;ll Bring<ul><li>
1&ndash;2 years of experience in IT Support / Helpdesk / Infrastructure support</li><li>
Hands-on experience with Windows Server (AD, DNS, basic troubleshooting) - Not required but a plus</li><li>
Basic Linux command line skills (SSH, navigating directories, viewing logs, running diagnostic commands)</li><li>
Understanding of networking fundamentals (TCP/IP, VLANs, DNS, basic firewall concepts)</li><li>
Basic hardware knowledge (HDD vs SSD, RAID/mirroring concepts, CPU/RAM fundamentals)</li><li>
Experience using a ticketing system (Salesforce, ServiceNow, Jira, etc.)</li><li>
Ability to gather logs, document findings clearly, and escalate appropriately</li><li>
Excellent communication skills tailored to audiences at all levels, including C-suite executives, engineering, and other business support staff</li><li>
Proficient in organization, project management, and follow-through</li></ul>
Great candidates will look like this:<ul><li>
Enjoy troubleshooting and problem-solving analytically</li><li>
Understand customer needs and ensure clarity on the status of technical issues</li><li>
A team player who can work well within the team and collaborate cross-functionally, especially in a remote environment</li><li>
An excellent communicator, written and verbal, who is efficient and effective with customers and colleagues via web conferences, email, and in-person interactions</li><li>
A motivated self-starter who thrives on prioritization and follow-through</li><li>
Passionately creative in mindset and has the ability to adapt quickly to evolving business needs</li></ul>
Perks of Scale Computing<ul><li>
Health benefits start on the first of the month following the date of hire</li><li>
401(k), FSA, HSA</li><li>
Casual dress code</li><li>
Fully stocked kitchen</li><li>
Vibrant and Inclusive Workplace Atmosphere</li><li>
Paid company holidays</li><li>
Discretionary time off policy</li><li>
Flexible work environment and an opportunity to grow as we grow.</li></ul>
Scale Computing is an equal-opportunity employer. The final candidates will be subject to a pre-employment background check.</div>

Tier 1 Technical Support Engineer

La Familia Insurance

La Familia Insurance is currently seeking a dedicated Tier 1 Technical Support professional to join our team.La Familia Auto Insurance is an agency that helps customers find the best and most affordable insurance rates in the market. We currently have 80+ offices in DFW, San Antonio, and Houston and growing in Texas!!Job Summary: As a Technical Support Specialist, you will play a crucial role in providing exceptional customer service and technical assistance to our associates. This position requires a strong background in IT infrastructure, help desk support, and effective communication skills to ensure timely resolution of technical issues.Duties &amp; Responsibilities:<ul><li>Troubleshoot and resolve technical issues related to computer hardware, software, and networking.</li><li>Assist stores with setting up and configuring their devices and software.</li><li>Data Analysis - This may include supply usage, clock-in data, transactional data and surveillance data.</li><li>Monitor usage of supplies across the company to control supply costs.</li><li>Monitor automobile tracking software to ensure company vehicles are in appropriate areas.</li><li>Maintain office checklists and logs.</li><li>Allocate and deliver supplies based on historic demand and cost controls.</li><li>Manage maintenance tickets and resolve maintenance issues.</li></ul>Requirements:<ul><li>Proven experience in technical support or help desk roles</li></ul>Strong communication skills with the ability to explain technical information clearly Familiarity with IT infrastructure and computer management systems<ul><li>Excellent customer service skills and ability to communicate technical information to non-technical users</li><li>Ability to work effectively in a fast-paced environment</li><li>Excellent customer service skills and ability to communicate technical information to non-technical users</li><li>Experience with firewall configurations and VPN setups is a plus</li><li>Proficiency in Microsoft Office applications &amp; Google Suite applications</li><li>Familiarity with Windows operating systems</li></ul>If you are a motivated individual with a passion for technology and helping others, we want to hear from you! Join our team of dedicated professionals and take your career to the next level.To apply, please submit your resume and cover letter detailing your relevant experience and qualifications.Job Type: Full-timePay: $15.00 - $20.00 per hourBenefits:<ul><li>Dental insurance</li><li>Health insurance</li><li>Health savings account</li><li>Paid time off</li><li>Vision insurance</li></ul>Compensation Package:<ul><li>Hourly pay</li><li>Retention bonus</li><li>Weekly pay</li></ul>Experience:<ul><li>IT: 1 year (Required)</li></ul>Language:<ul><li>Spanish (Required)</li></ul>Ability to Commute:<ul><li>Dallas, TX 75234 (Required)</li></ul>Ability to Relocate:<ul><li>Dallas, TX 75234: Relocate before starting work (Required)</li></ul>Work Location: In person

Bilingual Tier 1 Technical Support

<div>As a Technical Support Specialist, you will play a crucial role in providing exceptional customer service and technical assistance to our associates. This position requires a strong background in IT infrastructure, help desk support, and effective communication skills to ensure timely resolution of technical issues.
Duties &amp; Responsibilities:<ul><li>
Troubleshoot and resolve technical issues related to computer hardware, software, and networking.</li><li>
Assist stores with setting up and configuring their devices and software.</li><li>
Data Analysis - This may include supply usage, clock-in data, transactional data and surveillance data.</li><li>
Monitor usage of supplies across the company to control supply costs.</li><li>
Monitor automobile tracking software to ensure company vehicles are in appropriate areas.</li><li>
Maintain office checklists and logs.</li><li>
Allocate and deliver supplies based on historic demand and cost controls.</li><li>
Manage maintenance tickets and resolve maintenance issues.</li></ul>
Requirements:<ul><li>
Proven experience in technical support or help desk roles</li></ul>
Strong communication skills with the ability to explain technical information clearly 
Familiarity with IT infrastructure and computer management systems<ul><li>
Excellent customer service skills and ability to communicate technical information to non-technical users</li><li>
Ability to work effectively in a fast-paced environment</li><li>
Excellent customer service skills and ability to communicate technical information to non-technical users</li><li>
Experience with firewall configurations and VPN setups is a plus</li><li>
Proficiency in Microsoft Office applications &amp; Google Suite applications</li><li>
Familiarity with Windows operating systems</li></ul>
If you are a motivated individual with a passion for technology and helping others, we want to hear from you! Join our team of dedicated professionals and take your career to the next level.</div>

Tier 1 Tech Support

Applied Innovation

<div>
 
 
 
 Applied Innovation is a Managed Service Provider (MSP) dedicated to delivering innovative and reliable technology solutions. Our IT Service team plays a crucial role in ensuring our clients have seamless access to the technology they need to succeed. Applied Innovation is seeking a Tier 1 IT Support Specialist to join our IT Service team. This role is focused on providing exceptional customer service to our technology clients by addressing, troubleshooting, and resolving technical issues in a professional and efficient manner. The ideal candidate is technically proficient, communicative, and committed to delivering amazing client experiences. This is a Monday to Friday onsite position from 8 AM - 5 PM role with a rotating on-call schedule once training is complete about 2-3 times per year.
 
 
 
 
 
 
 
 
 Duties and Responsibilities:
 
 
 
 
 <ul>
 <li>
 
 
 Serve as the first point of contact for IT support requests via phone, email, and ticketing system.
 
 
 </li>
 <li>
 
 
 Listen attentively to clients to identify and diagnose technical issues.
 
 
 </li>
 <li>
 
 
 Provide clear, positive, and professional communication with clients.
 
 
 </li>
 <li>
 
 
 Research and implement solutions according to established Ideal Ticket Procedures.
 
 
 </li>
 <li>
 
 
 Route or escalate unresolved issues to appropriate IT resources.
 
 
 </li>
 <li>
 
 
 Follow up with clients as needed to ensure issues are resolved satisfactorily.
 
 
 </li>
 <li>
 
 
 Stay up to date on emerging software, hardware, and IT trends.
 
 
 </li>
 <li>
 
 
 Manage time effectively under management oversight to ensure prompt resolution of issues.
 
 
 </li>
 <li>
 
 
 Troubleshooting current workstation operating systems (Windows, Mac OS, Linux).
 
 
 </li>
 <li>
 
 
 Supporting Microsoft Office applications, including Office 365.
 
 
 </li>
 <li>
 
 
 Basic Active Directory administration.
 
 
 </li>
 <li>
 
 
 On-premise Exchange support.
 
 
 </li>
 <li>
 
 
 Configuring and troubleshooting web content filtering and anti-virus tools.
 
 
 </li>
 <li>
 
 
 Managing DNS, DHCP, and network connectivity issues (wired and wireless).
 
 
 </li>
 <li>
 
 
 Assisting with server administration and network storage devices.
 
 
 </li>
 <li>
 
 
 Supporting phones and mobile devices.
 
 
 </li>
 <li>
 
 
 Other duties as assigned.
 
 
 </li>
 </ul>
 
 
 
 
 Minimum Qualifications:
 
 
 
 
 
 
 
 To perform this position successfully, an individual must be able to perform each job duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required.
 
 
 
 <ul>
 <li>
 
 
 Strong customer service and communication skills.
 
 
 </li>
 <li>
 
 
 Ability to troubleshoot and solve technical problems efficiently.
 
 
 </li>
 <li>
 
 
 Basic knowledge of networking, operating systems, and common IT tools.
 
 
 </li>
 <li>
 
 
 Ability to follow standard procedures and document work accurately.
 
 
 </li>
 <li>
 
 
 Comfortable working in a fast-paced, client-focused environment.
 
 
 </li>
 <li>
 
 
 Understanding and alignment with the organization&rsquo;s core values.
 
 
 </li>
 </ul>
 
 
 
 
 Education/License/Experience Requirements:
 
 
 
 
 <ul>
 <li>
 
 
 High School Diploma required.
 
 
 </li>
 <li>
 
 
 Previous experience in IT support or help desk environment is preferred but not required.
 
 
 </li>
 <li>
 
 
 Experience with client-facing technical support is a plus.
 
 
 </li>
 <li>
 
 
 Minimum of a 2-year college degree in Networking, Computer Science, Information Systems, or related technical field, or one of the following approved certifications below.
 
 
 </li>
 </ul>
 
 
 
 
 Certifications (in lieu of degree):
 
 
 
 
 <ul>
 <li>
 
 
 CompTIA A+
 
 
 </li>
 <li>
 
 
 CompTIA Network+
 
 
 </li>
 <li>
 
 
 Microsoft Certified Professional (MCP)
 
 
 </li>
 <li>
 
 
 Other relevant IT certifications
 
 
 
 </li>
 </ul>
 
 
 
 &ZeroWidthSpace;&ZeroWidthSpace;&ZeroWidthSpace;&ZeroWidthSpace;&ZeroWidthSpace;&ZeroWidthSpace;&ZeroWidthSpace;What We Offer:
 
 
 
 <ul>
 <li>
 
 
 Competitive pay
 
 
 </li>
 <li>
 
 
 Paid holidays, PTO, plus 1 personal holiday
 
 
 </li>
 <li>
 
 
 Comprehensive benefits package, including medical, dental, and life insurance, as well as short-term disability coverage
 
 
 </li>
 <li>
 
 
 401(k) plan with company match
 
 
 </li>
 <li>
 
 
 Opportunities for career growth and advancement within a growing, family-owned business
 
 
 
 </li>
 </ul>
 &nbsp;
</div>

Tier 1 IT Support Specialist - Tampa FL

MacStadium

<div>About MacStadium 
MacStadium is the leading provider of enterprise-class Apple Mac infrastructure. Our Orka platform enables developers and DevOps teams to orchestrate macOS and Apple silicon in the cloud for CI/CD, testing, and development at scale. We serve some of the world's largest companies and are investing heavily in our platform for the future. 
We are a remote-first company with a global team. We value autonomy, curiosity, and a bias toward action. If you want to have outsized impact on a small team building the future of Apple cloud infrastructure, we would love to hear from you. 
 
About the Role 
At MacStadium, we deliver a comprehensive suite of Apple infrastructure solutions. Our product portfolio includes Orka (a Kubernetes-based orchestration platform for Apple silicon), augmented bare metal with VDI tooling, including Citrix and others, and Mac focused IaaS, including bare metal Macs, Firewalls, Networking, and Storage. 
As a Senior Technical Support Engineer, you will be the operational backbone of our support function &mdash; owning the Tier 1 ticket queue, developing deep product expertise across the full portfolio, and building the tooling and automation that helps the team scale. 
This is not a read-from-a-script support role. You will dig into logs, use AI code tools, write scripts to reproduce and diagnose issues, and work directly with customers to resolve technical challenges across Orka, Citrix, and bare metal environments. You will own Tier 1 ticket flow &mdash; managing tickets routed from the support team and our AI-powered support agent &mdash; while ramping into Tier 2 across all products. You will partner with the existing Orka support developers for follow-the-sun coverage and collaborate with the Orka development team and SRE on escalations.<h1 class="jobSectionHeader">
Why This Role Exists</h1>
MacStadium's customer base and product portfolio are growing. Overall support volume is increasing, ticket complexity is deepening as customers deploy across more environments, and our product surface area now spans Orka (hosted, on-prem, and AWS), augmented bare metal with Citrix, and Mac focused IaaS. We are investing in the support team to stay ahead of that growth &mdash; adding a senior technical hire who can own Tier 1 operations, develop cross-product expertise, and bring development-oriented capacity to build the tooling and automation that will help us scale.<h1 class="jobSectionHeader">
Our Products</h1>
You will develop expertise across MacStadium's full product portfolio:<ul><li>
Orka: Our Kubernetes-based orchestration platform for Apple silicon and macOS virtualization. Customers run Orka in three deployment models: hosted on MacStadium's managed infrastructure, on-premises in their own data centers, and on AWS using EC2 Mac instances. Each model has its own networking, access, and troubleshooting considerations.</li><li>
Augmented Bare Metal with Citrix: Dedicated Mac hardware enhanced with Citrix for virtual desktop infrastructure (VDI), enabling secure remote access to macOS environments for enterprise customers.</li><li>
Mac focused IaaS: Enterprise-grade bare metal Mac infrastructure in MacStadium data centers, supporting AI, CI/CD, development, and production workloads.</li></ul><h1 class="jobSectionHeader">
What You Will Do</h1><ul><li>
Own the Tier 1 ticket queue: manage incoming tickets routed from the support team and the AI-powered support agent, ensuring timely triage, routing, and resolution across all products</li><li>
Ramp into Tier 2 support across Orka, Citrix, and bare metal &mdash; developing the product expertise to troubleshoot and resolve complex issues independently across the full portfolio</li><li>
Write scripts and build tooling (Bash, Python) to automate repetitive diagnostics, reproduce customer issues, and accelerate troubleshooting workflows</li><li>
Partner with the existing US and EU Orka support developers to maintain follow-the-sun coverage, share knowledge, and develop shared runbooks and troubleshooting guides</li><li>
Help shape the AI support agent's effectiveness &mdash; reviewing its output, identifying gaps, tuning responses, and ensuring quality as it handles Tier 1 volume</li><li>
Collaborate with the Head of Support on process improvements, knowledge base development, and operational metrics</li><li>
Contribute to internal documentation, including root cause analysis write-ups, known issue tracking, and customer-facing KB articles</li><li>
Act as a voice of the customer internally, surfacing recurring issues and feature requests to the product and engineering teams</li></ul><h1 class="jobSectionHeader">
What We Are Looking For 
Required:</h1><ul><li>
3+ years in a technical role: support engineering, systems/network administration, DevOps, or infrastructure operations &mdash; we care about the skills, not the exact title</li><li>
Proficiency scripting in Bash and Python &mdash; you automate repetitive tasks rather than doing them manually twice</li><li>
Strong systems administration fundamentals: networking (DNS, firewalls, VPNs, TCP/IP), storage, process management, and log analysis across Linux and/or macOS</li><li>
Experience with virtualization or container concepts (VMware, Docker, Kubernetes) &mdash; direct Kubernetes experience is a plus but not required</li><li>
Comfortable working in a CLI-driven environment and reading logs, configs, and API responses to diagnose issues</li><li>
Demonstrated ability to manage a ticket queue or support workflow &mdash; you know how to prioritize, triage, and keep things moving without dropping balls</li><li>
Excellent written communication: you can explain complex technical issues clearly to both engineers and non-technical stakeholders, and you document what you learn</li><li>
Based in the US with availability during standard US business hours (Eastern or Central preferred)</li><li>
Self-directed and comfortable working autonomously on a small, distributed team</li></ul><h2 class="jobSectionHeader">
Preferred:</h2><ul><li>
Direct experience with Orka, Kubernetes, Apple silicon, and/or macOS virtualization</li><li>
Familiarity with AWS &mdash; particularly EKS and EC2 Mac instances</li><li>
Experience with Citrix or virtual desktop infrastructure (VDI)</li><li>
Background in network engineering or administration &mdash; troubleshooting connectivity, firewall rules, and infrastructure at the network layer</li><li>
Experience with CI/CD systems such as GitHub Actions, Jenkins, or similar &mdash; especially in the context of iOS/macOS build and test pipelines</li><li>
Experience with Zendesk, Jira, or similar support/ticketing platforms</li><li>
Background in supporting SaaS or IaaS products with enterprise customers</li><li>
Track record of building internal tools, automation, or process improvements that made a support team more efficient</li><li>
Exposure to AI-assisted support tools or willingness to help shape an AI support workflow</li></ul><h1 class="jobSectionHeader">
What Success Looks Like</h1><ul><li>
Within 30 days: Owning the Tier 1 ticket queue, triaging and resolving tickets across all products. Onboarded on Orka across all three deployment models (MacStadium-hosted, on-prem, AWS) and beginning to shadow the existing Orka support developers on Tier 2 issues. Your dev environment is set up and you have written your first diagnostic script.</li><li>
Within 60 days: Handling Tier 2 tickets across Orka, Citrix, and bare metal with increasing independence. Contributing to the internal knowledge base. You have identified at least one repetitive workflow and built tooling to streamline it. Actively shaping the AI agent's Tier 1 output quality.</li><li>
Within 90 days: Fully operational &mdash; Tier 1 queue runs smoothly under your ownership, you are resolving Tier 2 issues across the product portfolio, and you are contributing automation and tooling that makes the whole team faster.</li></ul>
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MacStadium has a defined Information Security Policy and all employees are required to adhere to this policy and sign an acknowledgment and receipt of this policy upon hire.
All offers of employment are conditioned upon successful completion of a background screening process and all employees must comply with the immigration rules and laws in the jurisdiction in which he/she/they will provide MacStadium services.
MacStadium is an Equal Opportunity Employer. All applicants are considered without regard to race, color, ancestry, national origin, gender/gender identity, sexual orientation, marital and family status, religion and religious belief, age, disability, results of genetic information, and service in the military.
Studies have shown that women and people of color are less likely to apply for jobs unless they believe they can perform every job description task. We are most interested in finding the best candidate for the job, and that candidate may come from a less traditional background. MacStadium may consider an equivalent combination of knowledge, skills, education, and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.
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No recruiting agencies please.
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Senior Technical Support Engineer

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