Support Specialist

6 days ago

Miami, Florida, United States Kandji Full time
About Kandji

Kandji is a cutting-edge Apple Device Management and Security Platform that empowers companies to manage and secure Apple devices in the enterprise and at scale.

By centrally securing and managing Mac, iPhone, iPad, and Apple TV devices, IT and InfoSec teams can save countless hours of manual, repetitive work with features like one-click compliance templates and more than 150 pre-built automations, apps, and workflows.

Backed by world-class investors, Kandji has raised over $200M in capital to date and is trusted by industry leaders, including Ramp, Notion, Netskope, Noom, Turo, Groupon, VoxMedia, and more.

Recognized for its award-winning products, Kandji was recently named the #1 fastest-growing app in Okta's 2023 Businesses at Work Report and a G2 Best Software 2023 Award Winner for Fastest Growing Products.

The Opportunity

As a Support Engineer at Kandji, you will work directly with our customers to ensure they're happy, productive, and set up for success.

You'll 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, and 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, 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.

Key Responsibilities
  • Communicate efficiently and effectively with our customers via chat, email, and video conferences.
  • Own customer communications from initial contact until resolution to ensure 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 and be ready to troubleshoot a wide range of issues across Apple hardware, wireless connectivity, and software products.
  • Become our customers' best advocate and funnel customer feedback to our product and engineering teams.
  • Ensure every customer has a great experience and tailor your communication style to maintain our standard.
  • Work directly with our engineering team to identify current issues and ensure they're resolved, while keeping our customers informed every step of the way.
Requirements
  • 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.
  • 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 and the ability to intuit customer sentiment.
Nice to Have
  • Experience with support tools and platforms like Salesforce, Zendesk, and JIRA.
  • Experience working with Enterprise customers to help resolve complex technical issues.
  • Knowledge and experience setting up and troubleshooting IT equipment like printers, routers, Wi-Fi access points, and Apple devices.
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.
  • 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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