Technical Support Agent - On-site

Satechi; San Diego (CA); On-site; USD 32,000 - 36,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401k

End-of-year bonus

Work-life balance

Diversity and inclusion

Job summary

Satechi is seeking a hands-on Technical Support pro for our San Diego HQ. You will handle Zendesk tickets, calls, and chat, focusing on Apple ecosystem issues and connectivity. You will team with the Senior Technical Support Supervisor to ensure smooth workflows, with AI-powered tools enhancing response quality.

Ideal candidates have 2+ years in consumer electronics support, strong written skills, and experience with macOS/iOS and USB-C/Thunderbolt stacks. On-site role in San Diego.

Qualifications

• Associate's or bachelor's in a related field, or equivalent hands-on experience.
• 2+ years in customer-facing technical support involving consumer electronics, Apple hardware, or peripherals.
• Demonstrated use of AI powered solutions or tools (highly preferred).
• Strong written communication and structured troubleshooting skills.

Responsibilities

• Manage Zendesk tickets, inbound calls, and live chat with timely follow-through.
• Troubleshoot Apple ecosystem issues (macOS, iOS) and USB-C/Thunderbolt/DisplayPort.
• Support on-site asset management and hardware provisioning.

Skills

Customer support

MacOS/iOS

AI tools

Zendesk

Written communication

Hardware peripherals

Education

Associate's or Bachelor's

Tools

Iru/Kandji

JAMF

Job description

Who we are:

Satechi is an award-winning consumer electronics brand known for creating innovative and sleek tech products and accessories. Our commitment to limitless and ever-evolving technology ensures that our products seamlessly integrate into modern lifestyles. We value teamwork, creativity, enthusiasm, responsibility, and tolerance, which drive our innovation and dedication to quality. With a global presence in over 25,000 stores, Satechi delivers high-quality accessories that inspire creativity and enhance everyday experiences for people worldwide.

Who you are:

You're a hands‑on technical support pro who genuinely enjoys cracking the kind of compatibility puzzles that come with Mac, iPad, and iPhone accessories. You know your way around a ticking system like Zendesk (or a similar platform), and you're comfortable using AI‑powered tools and AI agents in your day‑to‑day work. You'll partner closely with our Sr. Technical Support Supervisor and Technical Support Manager to help keep these workflows running smoothly. You bring a customer‑first mindset, sharp written communication, and a love of consumer tech.

This is a full‑time, on‑site role based in our San Diego HQ.

What You'll Be Doing

Customer Support & Troubleshooting — Apple Ecosystem (primary)

• Manage and resolve Zendesk tickets, inbound calls, and live chat with timely follow‑through
• Troubleshoot hardware, software, USB-C, Thunderbolt, docking stations, hubs, and display connectivity issues
• Support customers with compatibility troubleshooting across Windows and macOS
• Apply structured troubleshooting methodology before approving replacements or returns
• Test returned devices and validate USB-C, docking, and multi‑display functionality
• Identify recurring product or usage patterns and document findings clearly

Asset Management

• Provide on‑sitesupport for employees across laptops, desktops, monitors, printers, and mobile devices
• Perform system imaging, device configuration, equipment swaps, and workspace setup
• Maintain accurate IT asset inventory and support device refresh cycles using Iru (formerly Kandji) or JAMF

What We're Looking For

• Associate's or bachelor's in a related field, or equivalent hands‑on experience
• 2+ years in customer‑facing technical support involving consumer electronics, Apple hardware, or peripherals
• Demonstrated use of AI powered solutions or tools (highly preferred)
• Deep working knowledge of macOS, iOS and the USB-C / Thunderbolt / Power Delivery / DisplayPort stack on Apple hardware
• Experience with a customer support ticketing system such as Zendesk or similar platform
• Strong written communication and structured troubleshooting skills
• Prior work at a consumer electronics, Apple accessory, or DTC hardware brand preferred.

Why you'll love working at Satechi:

• Competitive salary package with up to 10% end‑of‑the‑year performance bonuses.
• Comprehensive benefits package including health, dental, and vision insurance, and 401k.
• Work environment promoting work‑life balance.
• A dynamic, diverse, equitable and inclusive workplace culture with opportunities for professional growth.

Compenation:

The pay range for this position in California is $23-26 per hour; however, base pay offered may vary depending on job‑related knowledge, skills, and experience. This position offers a full range of benefits outlined here. This information was provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on the market location.

Satechi is an equal opportunity employer committed to an inclusive workplace.