Support Engineering Lead - Kandji

Job Title: Support Engineering Lead
Job Location: Miami
Job Listing URL: https://jobs.lever.co/kandji/fefa64bb-2ccb-4da9-8e29-2034620d6965
Job Description: About Kandji

Kandji is the Apple device management and security platform that empowers secure and productive global work. With Kandji, Apple devices transform themselves into enterprise-ready endpoints, with all the right apps, settings, and security systems in place. Through advanced automation and thoughtful experiences, we’re bringing much-needed harmony to the way IT, InfoSec, and Apple device users work today and tomorrow.

Some of the smartest money in tech has partnered with Kandji to realize our vision, including Tiger Global, Felicis, Greycroft, First Round Capital, and Okta Ventures. In July 2024, Kandji raised $100 million in capital from General Catalyst, bringing Kandji’s valuation to $850 Million.

Since Kandji’s Series C in 2021, the company has seen a 600%+ increase in annual recurring revenue, and its customer base has grown nearly 4X across 40+ industries. Notable customers include Allbirds, Canva, and Notion, and the company has partnerships with such industry giants as ServiceNow, AWS, and Okta.

Kandji was also named to Forbes’ Next Billion Dollar Startup List 2023 and recognized as a top venture-backed startup with the potential to reach unicorn status.

The Opportunity

As the Support Engineering Lead at Kandji, you'll play a pivotal role in guiding our support team while working directly with customers to ensure they get the most out of our Apple device management platform. This role puts you at the intersection of technical expertise and customer advocacy, where you'll mentor support engineers, handle complex escalations, and help drive continuous improvements to our customer experience.

Working out of our Miami office five days a week (9 AM - 6 PM), you'll be part of a team that takes pride in creating world-class experiences for our customers. To our customers, your team represents everything Kandji stands for—technical excellence, reliability, and genuinely helpful support that makes their lives easier.

You'll serve as both a technical leader and a bridge between our support team and other departments, ensuring that customer feedback reaches our product and engineering teams while maintaining the high-quality support standards that our customers rely on.
Day to Day
Lead and mentor the support team: Guide support engineers through complex technical challenges, provide coaching on customer communication best practices, and help develop their technical skills with Apple device management and MDM technologies.
Handle escalated support cases: Take ownership of the most challenging technical issues that require advanced troubleshooting skills, working directly with customers to resolve complex problems with Apple Business Manager, device enrollment, policy deployment, and security configurations.
Facilitate team workload management: Coordinate daily support activities, prioritize cases based on severity and SLAs, and ensure optimal coverage across different time zones and support channels.
Act as the voice of the customer: Gather insights from support interactions and share feedback with product and engineering teams, helping identify patterns in customer issues that could impact business operations.
Drive process improvements: Collaborate with cross-functional teams to streamline support workflows, implement new tools and processes, and continuously enhance the customer support experience.
Provide technical guidance: Share expertise in Apple device management, MDM solutions, and Kandji's platform capabilities to help both team members and customers achieve their goals.
Quality assurance and coaching: Monitor support interactions to ensure adherence to SLAs and customer satisfaction scores, providing feedback and training to maintain service excellence.
What You Bring
Four or more years of experience in customer support and technical troubleshooting, with demonstrated expertise in Apple device management, MDM/EMM platforms, or enterprise IT support.
Technical proficiency with Apple Business Manager, mobile device management concepts, and enterprise Apple device deployment. Experience with support platforms like ticketing systems, bug-tracking systems, and CRMs is essential.
Leadership experience in mentoring technical teams, managing escalations, and driving process improvements in a customer-facing environment.
Strong communication skills - Ability to explain complex technical concepts clearly to both team members and customers, with excellent written and verbal communication abilities.
Customer-focused mindset - Passion for delivering exceptional customer experiences and solving challenging technical problems with patience and empathy.
Adaptability - Comfortable working in a fast-paced environment, quickly learning new technologies, and adjusting priorities during high-volume support periods.
What Sets You Apart
Experience working with enterprise customers in technology companies, particularly those focused on Apple ecosystem management or cybersecurity solutions.
Background in Apple device administration, including familiarity with Apple’s Device Enrollment Program, security frameworks, and compliance requirements.
Previous experience building and scaling support teams, implementing support processes, or working in a high-growth technology environment.
Knowledge of IT service management frameworks (ITIL) and experience with support metrics, KPIs, and customer satisfaction measurement.