Role Overview
This position is for a technically advanced Support Engineer focused on resolving high-complexity MDM issues across Apple and Android ecosystems. You will serve as a technical escalation point for customer challenges involving device enrollment, configuration, certificate management, and platform-specific behaviors. Your work will directly impact customer success by diagnosing root causes, guiding internal teams, and improving long-term support capabilities.
Key Responsibilities
- Review and prioritize escalated MDM support cases from frontline teams, evaluating prior troubleshooting steps and determining optimal resolution paths
- Diagnose and resolve advanced issues on Apple devices, including configuration profile failures, APNs certificate lifecycle problems, Automated Device Enrollment (ADE), Declarative Device Management (DDM), FileVault escrow, and system-level security policies
- Investigate Android Enterprise issues such as provisioning failures in Work Profile, Fully Managed, and Dedicated modes, Zero-Touch and QR enrollment problems, Managed Google Play app distribution, and OEM-specific configurations including Samsung Knox and Zebra
- Reproduce reported issues in controlled lab environments and gather detailed logs using tools like sysdiagnose, Console.app, adb, logcat, and bug reports
- Analyze certificate and network configurations related to MDM, including SCEP workflows, Wi-Fi/EAP and VPN profiles, and CA trust chain validation
- Document and escalate bugs to engineering teams with clear reproduction steps, structured reports, and diagnostic evidence
- Share technical updates from engineering and product teams with support staff to ensure alignment on known issues and fixes
- Maintain oversight of on-hold tickets, ensuring timely follow-up and adherence to service level expectations
- Develop and deliver training materials to strengthen MDM knowledge across support tiers, focusing on troubleshooting patterns and platform fundamentals
- Author and maintain knowledge base content, runbooks, and diagnostic playbooks to improve team efficiency
- Partner with solutions teams during customer escalations or architectural reviews when deep MDM expertise is required
- Provide structured feedback to product teams on recurring customer pain points and feature limitations observed in support interactions
- Participate in a rotating on-call schedule with limited weekend coverage approximately once every two months
- Drive resolution with minimal supervision, maintaining responsiveness and accuracy across tickets and customer communications
Required Qualifications
- Associate's degree in Computer Science, IT, or related field, or equivalent practical experience
- Minimum of three years in technical support, IT administration, or systems engineering with direct MDM experience on Apple and/or Android platforms
- Proven experience managing Apple devices via MDM, including Apple Business Manager, ADE, configuration profiles, APNs, DDM, VPP app deployment, and supervision models
- Solid understanding of Android Enterprise: Work Profile, Fully Managed (Device Owner), Dedicated modes, enrollment methods (Zero-Touch, QR, NFC, DPC), OEMConfig, and Managed Google Play
- Familiarity with device-specific behaviors across Samsung, Zebra, Pixel, and AOSP environments, including GMS availability and security patch management
- Hands-on experience with macOS MDM features such as FileVault enforcement, system extensions, PPPC/TCC policies, kernel extensions, and OS update mechanisms
- Proficiency in collecting and interpreting device logs from macOS (sysdiagnose, Console.app, mdmclient) and Android (adb, logcat, dumpsys, bug reports)
- Working knowledge of PKI, SCEP, certificate-based Wi-Fi/VPN profiles, CA trust chains, and OpenSSL for TLS troubleshooting
- Comfort with command-line tools and scripting in bash, zsh, Python, or PowerShell for log analysis and test automation
- Experience with at least one major MDM or UEM platform such as Jamf, Kandji, Addigy, Workspace ONE, Intune, Ivanti, Hexnode, or Mosyle
- Strong analytical approach to troubleshooting, capable of isolating root causes in complex, multi-layered environments
- Excellent written and verbal communication skills, with the ability to explain technical details clearly to both technical and non-technical audiences
- Customer-focused mindset with empathy and patience in high-pressure situations
- Adaptability to evolving technologies, platform updates, and process improvements
- Strong interpersonal skills and ability to collaborate effectively in team settings
- A positive attitude and sense of humor
Preferred Qualifications
- Industry certifications such as Jamf 100/200, Apple ACMT, Android Enterprise, Samsung Knox, or CompTIA Security+
- Experience with OEM out-of-box experience (OOBE) tools like KME, StageNow, or Elo View
- Understanding of identity integrations including SAML, OIDC, LDAP, Active Directory, Entra ID, Okta, and Google Workspace in relation to MDM
- Knowledge of macOS security architecture, including Secure Boot, T2 and Apple Silicon security chips, and app notarization
- Background in MSP or multi-tenant support environments
- Prior experience with Zendesk as a support platform
- Familiarity with REST APIs and tools like Postman or cURL for testing and validation
Work Environment
This is a hybrid remote role with team members based in Texas and Florida. The schedule includes flexibility to accommodate work-life balance while meeting service requirements. Occasional weekend on-call duties occur on a rotating basis.
Company Culture
The team values collaboration, kindness, curiosity, and a shared focus on customer outcomes. We foster an inclusive, diverse environment where different perspectives are welcomed and respected. Professional growth and advancement opportunities are supported through ongoing learning and internal development.
Equal Opportunity Employer
We are committed to fair and inclusive hiring practices. All qualified applicants will be considered for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by law.
