Technical Support Agent - On-site

Satechi • San Diego, CA

4d • $23 - $26 • Onsite

About The Position

Satechi is seeking a hands-on technical support professional to join their team. The ideal candidate will enjoy troubleshooting compatibility issues with Mac, iPad, and iPhone accessories, and be proficient with ticketing systems like Zendesk and AI-powered tools. This role involves partnering with the Sr. Technical Support Supervisor and Technical Support Manager to ensure smooth workflows. A customer-first mindset, strong written communication skills, and a passion for consumer tech are essential. This is a full-time, on-site position at Satechi's San Diego HQ.

Requirements

• Associate's or bachelor's in a related field, or equivalent hands-on experience
• 2+ years in customer-facing technical support involving consumer electronics, Apple hardware, or peripherals
• Experience with a customer support ticketing system such as Zendesk or similar platform
• Strong written communication and structured troubleshooting skills
• Deep working knowledge of macOS, iOS and the USB-C / Thunderbolt / Power Delivery / DisplayPort stack on Apple hardware

Nice To Haves

• Demonstrated use of AI powered solutions or tools
• Prior work at a consumer electronics, Apple accessory, or DTC hardware brand

Responsibilities

• Manage and resolve Zendesk tickets, inbound calls, and live chat with timely follow-through
• Troubleshoot hardware, software, USB-C, Thunderbolt, docking stations, hubs, and display connectivity issues
• Support customers with compatibility troubleshooting across Windows and macOS
• Apply structured troubleshooting methodology before approving replacements or returns
• Test returned devices and validate USB-C, docking, and multi-display functionality
• Identify recurring product or usage patterns and document findings clearly
• Provide on-site support for employees across laptops, desktops, monitors, printers, and mobile devices
• Perform system imaging, device configuration, equipment swaps, and workspace setup
• Maintain accurate IT asset inventory and support device refresh cycles using Iru (formerly Kandji) or JAMF

Benefits

• Competitive salary package with up to 10% end-of-the-year performance bonuses
• Comprehensive benefits package including health, dental, and vision insurance
• 401k
• Work environment promoting work-life balance
• A dynamic, diverse, equitable and inclusive workplace culture with opportunities for professional growth

What This Job Offers

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