AI-Driven Tier 1 Tech Support for Mac Infrastructure

MacStadium; Atlanta (GA); On-site; USD 55,000 - 71,000; Full time

Benefits offered by this job

Health benefits

401(k) match

Generous PTO

Remote-first culture

Job summary

MacStadium is seeking a Tier 1 Support Specialist to act as the human counterpart to the AI agent, handling complex tickets, ABM/MDM onboarding, and SSO support. You’ll triage, own escalations, and collaborate on knowledge base improvements within a remote-first environment.

You will work with US and EU teams to maintain follow-the-sun coverage, contribute to runbooks, and engage with product and engineering to address customer needs.

Qualifications

• 1–3 years in technical customer support or similar role.
• Excellent written communication; explain complex issues clearly.
• AI native; comfortable with AI tooling as collaborator and productivity accelerator.
• Demonstrated ability to manage a ticket queue and prioritize tasks.

Responsibilities

• Triage and manage Tier 1 ticket lifecycle; ensure SLA adherence.
• Escalate unresolved issues with full context to relevant teams.
• Own ABM/MDM and SSO onboarding for customers.
• Collaborate with AI agent team to improve Tier 1 output and knowledge base.
• Assist with knowledge base development and post-incident reviews.

Skills

Technical support

Zendesk

Communication

AI tooling

Ticket triage

Tools

Zendesk

Job description

MacStadium is seeking a Tier 1 Support Specialist to act as the human counterpart to the AI agent, handling complex tickets, ABM/MDM onboarding, and SSO support. You’ll triage, own escalations, and collaborate on knowledge base improvements within a remote-first environment.

You will work with US and EU teams to maintain follow-the-sun coverage, contribute to runbooks, and engage with product and engineering to address customer needs.