Own customer issues
Debug deployments and inventory/scanning problems
Reproduce and escalate product bugs with excellent technical detail
Improve docs and knowledge articles
Provide feedback to Product and Engineering based on customer reality
Support technical inquiries primarily email-based, with some live chat
Ticket ownership and technical investigation from start to finish
Troubleshoot macOS endpoint issues across diverse environments (SMB, enterprise, education, MSP, government)
Diagnose scanning/inventory failures, deployment failures, remote access issues, connectivity/credential problems, and environmental constraints
Collaborate with Engineering, Product, and Strategy on quality and usability improvements

Must Have:
3+ years system administration in macOS and Windows environments
Strong macOS troubleshooting skills, including command line troubleshooting and reading/interpreting macOS and application logs
Experience with Apple MDM (e.g., SimpleMDM, Jamf, Mosyle, Iru/Kandji, Intune).
Experience with Windows OS and application deployment, patch management, and troubleshooting
Experience with endpoint management tools like PDQ Deploy, PDQ Connect, Intune, SCCM, Kaseya, or similar
Proven ability to configure, troubleshoot, and support software deployments in messy end-user environments.
Working understanding of endpoint and platform security best practices
Exposure to vulnerability or remediation tools (Defender, Nessus, Tenable, etc.)
Nice to Have:
Experience with scripting, e.g. bash, zsh, AppleScript, PowerShell (Windows), Python
Experience with management of Apple operating systems beyond macOS
Experience with cloud-based identity providers (IdPs) such as Okta, Entra ID, Google Workspace, as well as web app auth protocols (SSO, OIDC)
Basic REST API troubleshooting (using curl, Postman, etc.)

4-Day Work Week
Equity
100% Premium Coverage for medical, dental and vision for you and your dependents
100% Premium Coverage for Short Term Disability, Long Term Disability, Life, and AD&D Insurance
Company Match of the first 6% of your employee deferrals
Flexible Paid Time Off Policy
Health Savings Account (HSA) and wellness incentives
Quarterly Company Values Award

Solutions Engineer – Connect, macOS/Windows

Key skills