Senior Technical Support Engineer

Senior Technical Support Engineer

At MacStadium, we deliver a comprehensive suite of Apple infrastructure solutions. Our product portfolio includes Orka (a Kubernetes-based orchestration platform for Apple silicon), augmented bare metal with VDI tooling, including Citrix and others, and Mac focused 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 the team scale.

This is not a read-from-a-script support role. You will dig into logs, use AI code tools, write scripts to reproduce and diagnose issues, and work directly with customers to resolve technical challenges across Orka, Citrix, and bare metal environments. You will own Tier 1 ticket flow — managing tickets routed from the support team and our AI-powered support agent — while ramping into Tier 2 across all 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.

MacStadium's customer base and product portfolio are growing. Overall support volume is increasing, ticket complexity is deepening as customers deploy across more environments, and our product surface area now spans Orka (hosted, on-prem, and AWS), augmented bare metal with Citrix, and Mac focused IaaS. We are investing in the support team to stay ahead of that growth — adding a senior technical hire who can own Tier 1 operations, develop cross-product expertise, and bring development-oriented capacity to build the tooling and automation that will help us scale.

You will develop expertise across MacStadium's full product portfolio:

• Orka: Our Kubernetes-based orchestration platform for Apple silicon 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. Each model has its own networking, access, and troubleshooting considerations.
• Augmented Bare Metal with Citrix: Dedicated Mac hardware enhanced with Citrix for virtual desktop infrastructure (VDI), enabling secure remote access to macOS environments for enterprise customers.
• Mac focused IaaS: Enterprise-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 timely triage, routing, and resolution across all products
• Ramp into Tier 2 support across Orka, Citrix, and bare metal — developing the product expertise to troubleshoot and resolve complex 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, share knowledge, and develop shared runbooks and troubleshooting guides
• Help shape the AI support agent's effectiveness — reviewing its output, identifying gaps, tuning responses, and ensuring quality as it handles Tier 1 volume
• Collaborate with the Head of Support on process improvements, knowledge base development, and operational metrics
• Contribute to internal documentation, including root cause analysis write-ups, known issue tracking, and customer-facing KB articles
• Act as a voice of the customer internally, surfacing recurring issues and feature requests to the product and engineering teams

What We 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, Docker, Kubernetes) — direct 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 keep things moving without dropping balls
• Excellent written communication: you can explain complex technical issues clearly to both engineers and non-technical stakeholders, and you document what you learn
• Based in the US with availability during standard US business hours (Eastern or Central preferred)
• Self-directed and comfortable working autonomously on a small, distributed team

Preferred:

• Direct experience with Orka, Kubernetes, Apple silicon, and/or macOS virtualization
• Familiarity with AWS — particularly EKS and EC2 Mac instances
• Experience with Citrix 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 GitHub Actions, Jenkins, or similar — especially in the context of iOS/macOS build and test pipelines
• Experience with Zendesk, Jira, or similar support/ticketing platforms
• Background in supporting SaaS or IaaS products with enterprise customers
• Track 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 Success Looks Like

• Within 30 days: Owning the Tier 1 ticket queue, triaging and resolving tickets across all products. Onboarded on Orka across all 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.
• Within 60 days: Handling Tier 2 tickets across Orka, Citrix, and bare metal with increasing independence. Contributing to the internal knowledge base. You have identified at least one repetitive workflow and built tooling to streamline it. Actively shaping the AI agent's Tier 1 output quality.
• Within 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.