Support Specialist

3 days ago

Miami, Florida, United States Kandji Full time
About Kandji

Kandji is a cutting-edge Apple device management and security platform that empowers businesses to create secure and productive work environments. Our innovative solution enables Apple devices to transform into enterprise-ready endpoints, equipped with the right apps, settings, and security systems. Through advanced automation and user-centric experiences, we're revolutionizing the way IT, InfoSec, and Apple device users work together.

Our platform has gained significant traction, with notable customers like Allbirds, Canva, and Notion, and partnerships with industry giants such as ServiceNow, AWS, and Okta. Kandji was also recognized as a top venture-backed startup with the potential to reach unicorn status.

The Opportunity

As a Support Engineer at Kandji, you will be the primary point of contact for our customers, ensuring they receive exceptional support and guidance. You will act as the voice of the customer, sharing feedback and insights with our product team and reporting issues to our engineers. Your top priority will be to create world-class experiences for our customers, making their lives easier and ensuring their Apple devices are managed and secured properly.

Key Responsibilities
  • Communicate efficiently and effectively with customers via chat, email, and video conferences.
  • Own customer communications from initial contact until resolution, ensuring seamless support.
  • Influence support processes and shape the tone of Kandji's customer support on a rapidly growing team.
  • Be an expert in Kandji's platform, troubleshooting a wide range of issues across Apple hardware, wireless connectivity, and software products.
  • Become our customers' best advocate, funneling feedback to our product and engineering teams.
  • Ensure every customer has a great experience, tailoring your communication style to maintain our high standards.
  • Work directly with our engineering team to identify and resolve issues, keeping customers informed every step of the way.
Requirements
  • 3+ years of experience in an IT administrator role.
  • 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.
  • Great problem-solving abilities, a curious nature, and a genuine interest in learning new technology.
  • Excellent communication and writing skills, with the ability to explain complex topics in easy-to-understand language.
  • Strong emotional intelligence, with the ability to intuit customer sentiment and match their tone.
Benefits & Perks
  • Competitive salary.
  • 100% individual and dependent medical, dental, and vision coverage.
  • 401(k) with a 4% company match.
  • 20 days PTO.
  • 14 paid holidays per year.
  • 10 health and wellness days per year.
  • Kandji Wellness Week off July 1-5, 2024.
  • Equity for full-time employees.
  • 12 weeks of paid leave for new parents.
  • Paid Family and Medical Leave.
  • Modern Health - Mental Health Benefits - Individual and Dependents.
  • Monthly utilities stipend.
  • Free onsite fitness center.
  • Free parking.
  • Lunch 5 days/week.
  • Exciting opportunities for career growth.
  • An outstanding, inclusive culture.

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