Customer Support Specialist - Device Management

Rippling; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Rippling Bengaluru seeks a Technical Support specialist to assist customers across IT and security domains. You will troubleshoot endpoint issues on macOS, Windows, and mobile, document steps, and resolve customer problems from start to finish in a fast-paced environment.

Ideal candidates have a bachelor's degree, 1–4 years in technical customer support, and experience with MDM tools such as Intune, Jamf, Kandji, or Rippling.

Qualifications

• Bachelor’s degree or higher in a related field.
• 1–4 years of customer support experience in a technical domain.
• Familiarity with MDM solutions such as Intune, Jamf, Kandji, or Rippling.
• Working knowledge of macOS, Windows and mobile device ecosystems.
• Understanding of endpoint security, encryption and compliance principles.
• Strong troubleshooting and analytical skills with debugging Logs.
• Excellent written and verbal English communication in a technical environment.
• Night shifts (mandatory) and 9-hour shifts (6:30 PM IST to 7:00 AM IST).
• Rotational week-offs (mandatory).

Responsibilities

• Contribute across IT-focused domains like MDM, Inventory Management, and Access Management.
• Troubleshoot and resolve endpoint issues on macOS, Windows, and mobile platforms.
• Document troubleshooting steps and best practices to improve team efficiency.
• Support Rippling customers and resolve product-related issues.
• Own customer issues from start to finish in a fast-paced setting.
• Utilize phone, chat, email, and video to assist customers.
• De-escalate and resolve issues with platform and industry expertise.
• Become a product expert and a go-to resource for customers and coworkers.
• Identify areas for improvement and communicate with Product/Engineering for enhancements.
• Work well under time constraints to meet client needs.

Skills

Excellent communication skills

Troubleshooting skills

Analytical skills

Time management

Night shift availability

Education

Bachelor's degree

Tools

Intune

Jamf

Kandji

Rippling

Job description

About Rippling

Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.

About Rippling

Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.

Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds.

Based in San Francisco, CA, Rippling has raised $1.4B+ from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes.

We prioritize candidate safety. Please be aware that all official communication will only be sent from @Rippling.com addresses.

About the team:

The Technical Support team at Rippling is a dedicated group of professionals committed to ensuring that our customers have a seamless experience with our robust Finance, HR, and IT platform. Our team provides expert guidance and swift resolutions to any technical challenges or inquiries that our customers have. We pride ourselves on our customer-centric approach, offering support to businesses across various time zones and ensuring help is always available when needed.

Our team is composed of individuals with diverse backgrounds and expertise, all united by a shared passion for problem-solving and continuous learning. We foster a collaborative and supportive environment where team members are encouraged to share insights and innovate solutions to enhance customer satisfaction. Additionally, our team is driven by a commitment to personal and professional growth, with ongoing training and development opportunities to ensure we stay adept with the latest features and updates in our platform.

At Rippling, we are actively seeking enthusiastic individuals to join our Technical Support team. We value candidates who are eager to learn and passionate about growing their skills in a dynamic, fast-paced environment. We believe that fresh perspectives are crucial for continuous improvement and innovation, and we are committed to providing ample opportunities for professional development. If you are motivated, quick to adapt, and excited about contributing to a team that helps businesses operate more efficiently, we encourage you to bring your unique talents to Rippling.

What you will do:

• This role will contribute across multiple domains. Specifically, our IT-focused areas such as MDM (Mobile Device Management), Inventory Management, and Access Management.
• Troubleshoot and resolve endpoint issues across macOS, Windows, and mobile platforms, including connectivity, configuration, and software deployment errors.
• Document troubleshooting steps, best practices, and technical workflows to improve internal knowledge sharing and team efficiency.
• Responsible for supporting our Rippling customers and resolving issues related to our products.
• Take charge of customer issues from start to finish - while working in a dynamic and fast-paced environment.
• Leverage phone, chat, email functionality, and video conferencing to help our customers optimize our products.
• De-escalate and resolve issues by leveraging platform and industry expertise.
• Become a product expert - you'll be a go-to resource for both customers and coworkers.
• Identify areas of improvement and work directly with Product and Engineering teams to share areas where we can better serve our customer base through automation or added features.
• Work well under time constraints and meet schedules; at times with unexpected deadlines, to ensure client’s needs are met.

What you will need:

• Bachelor's degree
• 1-4 years of customer support experience in a Technical Support domain and should have:
• Familiarity with MDM solutions such as Intune, Jamf, Kandji, or Rippling
• Working knowledge of macOS, Windows, and mobile device ecosystems
• Understanding of endpoint security, encryption, and compliance principles
• Strong troubleshooting and analytical skills, with the ability and curiosity to use debugging tools, interpret logs, and learn how to identify root causes over time
• Time management skills and ability to prioritize
• Flexibility with changing job duties and responsibilities
• Organizational skills and experience improving processes
• Excellent communication skills, both written and verbal (in English) in a technical environment
• Prior Experience working Night Shifts (Mandatory)
• Willing to work Night Shifts - (6:30 PM IST - 7:00 AM IST (any 9-hour shift))
• Willing to work Rotational Week-offs (Mandatory)