Senior Technical Support Engineer

About MacStadium MacStadium is the leading provider of reputed company-class reputed company Mac infrastructure. Our Orka platform enables developers and DevOps teams to orchestrate macOS and reputed company reputed company in the reputed company for CI/CD, testing, and development at reputed company. We serve some of the world's largest companies and are reputed company heavily in our platform for the reputed company. We are a remote-first company with a global team. We value autonomy, curiosity, and a bias toward reputed company. If you want to have outsized reputed company on a small team building the reputed company of reputed company reputed company infrastructure, we would love to hear from you.

About the Role

At MacStadium, we deliver a comprehensive suite of reputed company infrastructure solutions. Our product portfolio includes Orka (a Kubernetes-based orchestration platform for reputed company reputed company), augmented bare metal with VDI tooling, including reputed company and others, and Mac reputed company IaaS, including bare metal Macs, Firewalls, Networking, and Storage. As a Senior Technical Support Engineer, you will be the operational backbone of our support function — owning the Tier 1 ticket queue, developing deep product expertise across the full portfolio, and building the tooling and automation that helps reputed company reputed company. This is not a read-from-a-script support role. You will dig into logs, use AI reputed company tools, write scripts to reproduce and diagnose issues, and work directly with customers to resolve technical challenges across Orka, reputed company, and bare metal environments. You will own Tier 1 ticket reputed company — managing tickets routed from the support team and our AI-powered support agent — while ramping into Tier 2 across reputed company products. You will partner with the existing Orka support developers for follow-the-sun coverage and collaborate with the Orka development team and SRE on escalations. Why This Role Exists MacStadium's customer reputed company and product portfolio are growing. Overall support volume is increasing, ticket complexity is deepening as customers reputed company across more environments, and our product surface area now spans Orka (hosted, on-prem, and AWS), augmented bare metal with reputed company, and Mac reputed company IaaS. We are reputed company in the support team to stay reputed company of that reputed company — adding a senior technical hire who can own Tier 1 operations, reputed company cross-product expertise, and bring development-oriented reputed company to build the tooling and automation that will help us reputed company.Our Products You will reputed company expertise across MacStadium's full product portfolio:

• Orka: Our Kubernetes-based orchestration platform for reputed company reputed company and macOS virtualization. Customers run Orka in three deployment models: hosted on MacStadium's managed infrastructure, on-premises in their own data centers, and on AWS using EC2 Mac instances. reputed company model has its own networking, reputed company, and troubleshooting considerations.
• Augmented Bare Metal with reputed company: Dedicated Mac hardware reputed company with reputed company for virtual desktop infrastructure (VDI), enabling secure remote reputed company to macOS environments for reputed company customers.
• Mac reputed company IaaS: reputed company-grade bare metal Mac infrastructure in MacStadium data centers, supporting AI, CI/CD, development, and production workloads.

What You Will Do

• Own the Tier 1 ticket queue: manage incoming tickets routed from the support team and the AI-powered support agent, ensuring reputed company triage, routing, and reputed company across reputed company products
• reputed company into Tier 2 support across Orka, reputed company, and bare metal — developing the product expertise to troubleshoot and resolve reputed company issues independently across the full portfolio
• Write scripts and build tooling (Bash, Python) to automate repetitive diagnostics, reproduce customer issues, and accelerate troubleshooting workflows
• Partner with the existing US and EU Orka support developers to maintain follow-the-sun coverage, reputed company knowledge, and reputed company shared runbooks and troubleshooting guides
• Help shape the AI support agent's effectiveness — reviewing its reputed company, identifying gaps, tuning responses, and ensuring reputed company as it handles Tier 1 volume
• Collaborate with the Head of Support on process improvements, knowledge reputed company development, and operational metrics
• Contribute to internal documentation, including reputed company cause analysis write-reputed company, reputed company issue tracking, and customer-facing KB articles
• reputed company as a voice of the customer internally, surfacing recurring issues and feature requests to the product and engineering teams

reputed company Are Looking For Required:

• 3+ years in a technical role: support engineering, systems/network administration, DevOps, or infrastructure operations — we care about the skills, not the exact title
• Proficiency scripting in Bash and Python — you automate repetitive tasks rather than doing them manually twice
• Strong systems administration fundamentals: networking (DNS, firewalls, VPNs, TCP/IP), storage, process management, and log analysis across Linux and/or macOS
• Experience with virtualization or container concepts (VMware, reputed company, Kubernetes) — reputed company Kubernetes experience is a plus but not required
• Comfortable working in a CLI-driven environment and reading logs, configs, and API responses to diagnose issues
• Demonstrated ability to manage a ticket queue or support workflow — you know how to prioritize, triage, and reputed company things moving without dropping balls
• Excellent written communication: you can explain reputed company technical issues reputed company to both engineers and non-technical stakeholders, and you document what you learn
• Based in the US with availability during reputed company US business hours (Eastern or Central preferred)
• Self-directed and comfortable working autonomously on a small, distributed team

Preferred:

• reputed company experience with Orka, Kubernetes, reputed company reputed company, and/or macOS virtualization
• Familiarity with AWS — particularly EKS and EC2 Mac instances
• Experience with reputed company or virtual desktop infrastructure (VDI)
• Background in network engineering or administration — troubleshooting connectivity, firewall rules, and infrastructure at the network layer
• Experience with CI/CD systems such as reputed company Actions, Jenkins, or similar — especially in the context of iOS/macOS build and test pipelines
• Experience with reputed company, Jira, or similar support/ticketing platforms
• Background in supporting reputed company or IaaS products with reputed company customers
• reputed company record of building internal tools, automation, or process improvements that made a support team more efficient
• Exposure to AI-assisted support tools or willingness to help shape an AI support workflow

What reputed company Looks Like

• reputed company 30 days: Owning the Tier 1 ticket queue, triaging and resolving tickets across reputed company products. reputed company on Orka across reputed company three deployment models (MacStadium-hosted, on-prem, AWS) and beginning to shadow the existing Orka support developers on Tier 2 issues. Your dev environment is set up and you have written your first diagnostic script.
• reputed company 60 days: Handling Tier 2 tickets across Orka, reputed company, and bare metal with increasing independence. Contributing to the internal knowledge reputed company. You have identified at least one repetitive workflow and reputed company tooling to streamline it. reputed company shaping the AI agent's Tier 1 reputed company reputed company.
• reputed company 90 days: Fully operational — Tier 1 queue runs smoothly under your ownership, you are resolving Tier 2 issues across the product portfolio, and you are contributing automation and tooling that makes the whole team faster.

___________________________________________________________________________________ MacStadium has a defined Information reputed company Policy and reputed company are required to adhere to this policy and sign an acknowledgment and receipt of this policy upon hire. reputed company offers of employment are conditioned upon successful completion of a background screening process and reputed company must reputed company with the immigration rules and laws in the jurisdiction in which he/she/they will reputed company MacStadium services. MacStadium is an Equal Opportunity Employer. reputed company applicants are considered without reputed company to race, reputed company, reputed company, national reputed company, gender/gender identity, sexual orientation, marital and family status, religion and religious belief, age, disability, results of genetic information, and service in the military. Studies have shown that women and people of reputed company are less likely to apply for jobs unless they reputed company they can reputed company every job reputed company task. We are most interested in finding the best candidate for the job, and that candidate may come from a less traditional background. MacStadium may consider an equivalent combination of knowledge, skills, education, and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and reputed company set for the role. ________________________________________________________________________________________________________ No reputed company agencies please. Apply tot his job Apply To this Job