Customer Support Engineer - West
Kandji
- San Francisco, CA
- Permanent
- Full-time
- Communicate efficiently and effectively with our customers - we primarily offer support via chat and email, but you'll also have video conferences when the need arises.
- Own customer communications from initial contact until resolution to make sure 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 - our customers need help troubleshooting a wide range of issues across Apple hardware, wireless connectivity, and software products, so we need to be ready for anything.
- Become our customers' best advocate; you'll funnel customer feedback to our product and engineering teams so we can make sure we're building features our customers will love.
- Ensure every customer has a great experience - our tight-knit team prides itself on providing excellent, personalized support, so you'll need to be able to tailor your communication style to maintain our standard.
- Work directly with our engineering team to identify current issues and make sure they're resolved, while keeping our customers informed every step of the way.
- 3+ years of work experience in an IT administrator roleAn 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; comfortable using Terminal to execute commands or run scripts.
- 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; ability to intuit customer sentiment and match their tone to ensure you communicate in the method they'll relate to most.
- Must be able to work onsite 3 days a week (Tuesday - Thursday) and shift expectations of 9:00 a.m. - 6:00 p.m. PST, in our San Francisco office.
- 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 (Macs, iPhones, iPads).
- Competitive salary
- 100% individual and dependent medical + dental + 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 July 1 - July 5, 2024
- Equity for full-time employees
- 12 weeks of paid leave for new parents
- Cell phone & Internet stipend
- Exciting opportunities for career growth
- An outstanding, inclusive culture