Support Engineer III - MDM

NinjaOne

1d • Hybrid

About The Position

We are looking for a deeply technical Support Engineer III to join our support organization with a dedicated focus on Mobile Device Management (MDM) across the Apple and Android ecosystems. This is not a generalist support role — you will be expected to bring real-world, hands-on expertise in Apple device management (macOS, iOS, iPadOS) with strong working knowledge of Android Enterprise and AOSP. You will handle the most complex MDM customer issues, reproduce problems in lab environments, perform root cause analysis using device logs and diagnostic tools, and collaborate directly with L4, Engineering, QA, and Product Management to drive resolutions. You will also mentor L1 and L2 technicians on MDM platform fundamentals and contribute to knowledge base content that raises the technical floor across the support organization.
Location - Texas or Florida

Requirements

• Associate's degree in Computer Science, Information Technology, or related field, and/or equivalent work experience
• 3+ years of hands-on experience in a technical support, IT administration, systems engineering, or device management role with direct Apple and/or Android MDM exposure
• Deep hands-on experience with Apple device management: Apple Business Manager, Automated Device Enrollment (ADE), supervision vs unsupervised feature differences, APNs lifecycle and renewal, configuration profiles and payload structure (.mobileconfig), Declarative Device Management (DDM) concepts, Apps & Books (VPP) deployment, and Managed App Configuration
• Excellent working knowledge of Android Enterprise: Work Profile, Fully Managed (Device Owner), and Dedicated device modes; enrollment methods including Zero-Touch, QR, NFC, and DPC identifier; OEMConfig; and Managed Google Play app lifecycle.
• Comfortable knowledge of OEM-specific nuances across Samsung, Zebra, Pixel, and a fundamental understanding of GMS, AOSP, security patch levels and Android lifecycle management.
• Experience with macOS-specific MDM behaviors: FileVault enforcement and escrow, system extensions, PPPC/TCC, kernel extensions, macOS MDM OS updates vs agent-based patching, and login item/system prompt behaviors after profile changes
• Proficiency with device log collection and analysis: sysdiagnose, Console.app, mdmclient logs on macOS; adb, logcat, dumpsys, bug reporting on Android — and the ability to parse and interpret logs to isolate root causes
• Familiarity with PKI/SCEP fundamentals, certificate profiles for Wi-Fi/VPN, CA trust chains, OpenSSL basics, and TLS troubleshooting
• Comfortable with command-line tools and basic scripting (bash/zsh, Python, or PowerShell) for log parsing, diagnostics, and producing reproducible test cases
• Awareness of AOSP device limitations and environments without Google Mobile Services
• Experience supporting at least one major MDM/UEM platform (Jamf, Kandji, Addigy, Workspace ONE, Intune, Ivanti, Hexnode, Mosyle, or similar)
• Strong troubleshooting methodology — able to isolate root causes in complex, multi-variable environments rather than relying on scripts or escalation
• Excellent written and verbal communication skills — able to explain complex technical behaviors clearly to customers at varying skill levels and produce high-quality KB documentation
• Strong customer empathy, patience, and the ability to de-escalate difficult conversations
• Adaptable to new technologies, platform changes, and evolving processes
• Strong interpersonal skills so as to be able to work in a team-oriented environment
• A good sense of humor

Nice To Haves

• Certifications: Jamf 100/200, Apple platform certifications (ACMT), Android Enterprise certification training, Samsung Knox certification, CompTIA Security+
• Familiarity with OOBE platforms across OEMs (KME, StageNow, Elo View).
• Familiarity with identity and directory integrations (SAML, OIDC, LDAP, Active Directory, Entra ID, Okta, Google Workspace) and their interaction with MDM
• Experience with macOS security primitives: Secure Boot, T2/Apple Silicon security chip implications, and notarization
• MSP experience or multi-tenant support environments
• Previous experience with Zendesk
• Familiarity with REST tools (Postman, cURL) and vendor APIs for reproduction and verification

Responsibilities

• Review escalated MDM tickets from L1/L2, assess the work already performed, and prioritize based on customer impact and severity
• Diagnose and resolve complex issues across Apple platforms: configuration profile failures, APNs certificate and content token lifecycle problems, Apple Business Manager (ABM) and Automated Device Enrollment (ADE) workflows, Declarative Device Management (DDM) behaviors, FileVault escrow, system extensions, PPPC/TCC, and macOS MDM OS update interactions
• Diagnose and resolve issues across Android platforms: Android Enterprise provisioning (Work Profile, Fully Managed, Dedicated/COSU), Zero-Touch and QR enrollment failures, Managed Google Play app distribution, OEMConfig and vendor-specific behaviors (Samsung Knox, Zebra), and AOSP device management constraints.
• Reproduce customer-reported issues in lab environments, collect device logs (sysdiagnose, Console.app, mdmclient, adb/logcat, dumpsys, bug reports), and produce clear root cause analysis with supporting data
• Troubleshoot certificate and networking issues related to MDM: SCEP/PKI workflows, Wi-Fi/EAP profiles, VPN configurations, CA trust chains, and OpenSSL-based diagnostics
• Enter Jira issues and work directly with L4, Engineering, QA, and Product Management on resolutions — provide reproducible test cases, structured bug reports, and clear technical documentation
• Disseminate information from Engineering, QA, and Product Management to the rest of the support team regarding bugs, fixes, releases, and platform changes
• Maintain all on-hold MDM tickets and ensure timely follow-up and adherence to service-level targets
• Create and deliver MDM-focused training to internal support teams — help level up L1 and L2 technicians on Apple and Android platform fundamentals, enrollment workflows, and common troubleshooting patterns
• Share knowledge of issues and corresponding resolutions or workarounds with the support organization, including the creation of new knowledge base articles, runbooks, and diagnostic playbooks
• Collaborate with Solutions Engineering on customer escalations or architecture reviews when needed
• Provide structured feedback to Product Management on recurring customer friction, systemic issues, and feature gaps identified through support interactions
• Must be able to work a set schedule with rotating on-call duties (1 weekend every ~2 months with limited hours/scope)
• Take initiative and provide prompt, accurate follow-up to tickets and support calls
• Ability to flourish under limited supervision

Benefits

• We are a collaborative, kind, and curious community.
• We honor your flexibility needs with full-time work that is hybrid remote.
• We have you covered with our comprehensive benefits package, which includes medical, dental, and vision insurance.
• We help you prepare for your financial future with our 401(k) plan.
• We prioritize your work-life balance with our unlimited PTO.
• We reward your work with opportunities for growth and advancement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree