Support Engineer Tier 2

Addigy•Miami, FL

2d•Remote

About The Position

Addigy is a fast-growing SaaS company empowering IT professionals to manage Apple devices at scale. Our platform enables organizations and Managed Service Providers (MSPs) to monitor, secure, and manage macOS, iOS, and iPadOS devices in real time through a single, intuitive interface. We are guided by three core values: Humble – outcomes over ego, every time; Hungry – relentless in our pursuit of progress; and Smart – we’re curious, we dig, we never stop learning. The Tier 2 Support Engineer is the technical backbone of Addigy's customer support organization, owning the resolution of complex, escalated issues across macOS, iPadOS, and iOS environments. You will be the resource customers and Tier 1 engineers turn to when a problem is hard, urgent, or has gone unresolved, and you will see it through to a real solution. This role goes beyond ticket resolution. You will represent the Support team in cross-functional squad meetings, contribute to the knowledge base, mentor newer engineers, and help shape how support operates at Addigy. If you are energized by technical depth, customer impact, and continuous improvement, this is your seat.

Requirements

Minimum 2 years of experience in a technical support, IT, or systems administration role
Hands-on experience with Apple MDM, including enrollment workflows, configuration profiles, Apple Business Manager, and device lifecycle management
Strong troubleshooting skills across macOS, iPadOS, and iOS environments
Proficiency with Zendesk or a comparable ticketing platform, and comfort working in Salesforce, Jira, and Confluence daily
Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly to customers and internal teams
Proven ability to manage a high-volume ticket queue with urgency, attention to detail, and a customer-first mindset

Nice To Haves

Addigy Certified Associate (ACA) or Addigy Certified Expert (ACE) certification, or willingness to complete them within the first 90 days
Experience contributing to a support knowledge base or internal documentation
Background supporting MSP customers or enterprise IT environments
Experience mentoring or training junior support engineers

Responsibilities

Own a daily queue of 10-15 active support tickets, responding to customers in a timely manner and managing escalations from Tier 1 with urgency and care
Handle escalated tickets from Tier 1, Premium Support tickets, and multi-ticket customer situations through to full resolution
Troubleshoot complex issues across macOS, iPadOS, and iOS environments, proactively reaching out to customers via email, chat, or phone to understand and resolve the root cause
Follow standard operating procedures to ensure all issues are properly logged, documented, and escalated when needed
Represent the Support team in squad meetings, reporting identified ticket trends and driving customer-impacting issues to resolution in collaboration with Product and Engineering
Create and manage Problem Tickets to track bugs, defects, and major product enhancements, keeping the Support team informed on progress
Think critically to research and identify solutions to software issues, drawing on internal documentation, external resources, and cross-functional partners
Contribute 3-5 knowledge base articles per month in your area of expertise, creating, updating, and publishing content that improves the experience for customers and teammates alike
Assist with the onboarding and training of new Tier 1 and Tier 2 Support Engineers
Complete all required certifications on time, including Addigy Certified Associate (ACA), Addigy Certified Expert (ACE), and relevant Apple certifications
Continuously identify ways to improve processes, work smarter, and enhance the customer and employee experience