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Support Engineer - Tier 1 Miami
Ideal for individuals with a love for Apple devices and a background in Computer Science, I.T., or related fields. Experience in Apple retail or customer-facing technology support is a plus.
A degree is welcome but not required; equivalent experience will also be considered.
This position is remote, and the ideal candidate would reside near Miami or Orlando for occasional in-person meetings.
Role: Support Engineer - Tier 1 Miami
Commitment: Full Time + for a High-Tech SaaS Company
Reports to: Director of Customer Support
Direct Reports: None
Location: Remote - Working Hours/East Coast Time Zone
Hours: 12:00 p.m. - 8:00 p.m. (training will be approximately 6 weeks 9:30am - 5:30pm)
Tech Stack: G-Suite, Slack, Zoom, Jira Discovery (roadmap), Confluence, Forethought, Zendesk.
Near Term Performance Objective for the Role
Provide industry leading white glove customer service and support to our customers who are also IT Professionals.
Making an Impact / Responsibilities

• Timely handling of incoming support tickets through all pertinent channels
• Escalation of complex support issues to Tier 2 Support Engineers to get the ticket resolved
• Contribute to Support Knowledge Base Articles
• Assist with onboarding of new Addigy Interns and Tier 1 Support Engineers

You'll be successful by doing the following things:

• Work on Zendesk tickets and resolve issues with superior customer satisfaction
• Address customer inquiries via email, chat, phone, etc.
• Troubleshoot macOS, iPadOS, and iOS environments; escalate when needed
• Proactively call customers to better understand complex issues
• Research and identify solutions before escalating
• Use internal documentation/resources to resolve issues
• Create/update Knowledge Base articles
• Assist with onboarding/training of Interns
• Follow SOPs to log/document issues; escalate unresolved cases
• Continuously identify ways to improve processes and customer experience

Scorecard / Performance Metrics

• Take ownership of 6-8 new support tickets daily from the support queue
• Manage 15-20+ support tickets daily with timely responses
• Complete all required training and certifications (ACA, ACE, Apple)

Additionally:

• Be positive, adaptable and collaborative
• Work effectively in a fast-moving, evolving environment
• Be self-motivated, goal-oriented, and curious
• Demonstrate critical thinking and problem-solving skills

Compensation & Benefits
Your success will be measured and recognized through base compensation based on experience and qualifications starting at $50,000 - $55,000 with eligibility for an annual bonus based on both personal and company performance. We also offer a market competitive benefit package.
Other Expectations as part of the Addigy Team:

• Set quarterly Rocks/performance milestones with your manager and review progress each quarter
• Participate in Weekly 1:1 meetings with your manager
• Capture your measurable results on the weekly scorecard in Ninety.io
• Participate in weekly L10 Team Meetings
• Attend All Hands Meetings and other company events as requested
• Attend other cross-functional team meetings as requested

Potential Career Paths

• Support Engineer Tier 2

About Addigy
Addigy is a successful, growing, Miami-based SaaS company building software to support the Apple Community. Our mission is to empower Managed Service Providers (MSPs) and Internal IT teams with industry-leading solutions for Apple device management. We are committed to security, scalability, and delivering the best Apple experience.
Addigy leverages EOS (Entrepreneurial Operating System.) To learn more, review Addigy's VTO (attached), view this video on Level 10 Meetings, or other videos on the website, or listen/read Traction by Gino Wickman.
Core Solutions:

• Security & Compliance: Secure access controls, encrypted communications, regular compliance updates
• Device Management & Information: Real-time monitoring, maintenance, reporting of Apple devices
• Monitoring & Remediation: Tools for proactive issue resolution, troubleshooting, and compliance
• Customizable Configuration: Tailor device management with policies and automation
• Lifecycle Management: User-friendly console for onboarding and offboarding devices

Our Core Values
We live by our core values:

• Humble: Share credit, admit mistakes, and support the team
• Hungry: Go above and beyond, take initiative, and stay passionate
• Smart: Show empathy, listen actively, and adapt communication styles

Compliance Statements
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this role.
Nothing in this job description creates an employment contract. Employment at Addigy is at-will and may be terminated by either party at any time, with or without cause or notice, consistent with applicable law.
Addigy is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of qualifications, merit and business need.