Position Details

Salary $80K – $100K USD / year

Type Full-Time

Experience senior

Exp. Years Not specified

Education Not specified

Category Sales & Business Development

About this role

Senior Technical Support Engineer role at MacStadium supporting enterprise Apple infrastructure products. You will own Tier 1 ticket operations, diagnose customer issues by analyzing logs and writing scripts, and collaborate with engineering and SRE as you ramp toward Tier 2.

Key Responsibilities

Own the Tier 1 ticket queue and ticket flow
Analyze logs and troubleshoot Orka, Citrix, and bare metal issues
Write scripts to reproduce and diagnose technical problems
Develop deep expertise across the full Orka and infrastructure portfolio
Build tooling and automation to scale support; ramp into Tier 2 and collaborate with SRE on escalations

Technical Overview

Provide technical support for Orka (Kubernetes-based orchestration), augmented bare metal with Citrix, and macOS/Apple silicon infrastructure, including troubleshooting across hosted, on-premises, and AWS (Amazon EC2 Mac instances) deployment models. Build tooling and automation to scale support and partner with SRE/engineering for escalations, using AI-powered support workflows and AI code tools.

Ideal Candidate

The ideal candidate is a senior technical support engineer who has owned Tier 1 ticket operations and can quickly diagnose issues by reading logs and using scripting/automation. They have strong product knowledge troubleshooting Orka and Citrix in macOS virtualization and bare metal environments, and can collaborate closely with SRE and engineering on escalations.

Must-Have Skills

Own the Tier 1 ticket queueDig into logsWrite scripts to reproduce and diagnose issuesResolve technical challenges across OrkaCitrixand bare metal environmentsRamp into Tier 2 across all productsPartner with Orka support developers for follow-the-sun coverageCollaborate with SRE on escalations

Nice-to-Have Skills

Not specified

Tools & Platforms

OrkaCitrixKubernetesmacOSAmazon Elastic Compute Cloud (EC2)macOS virtualizationAI code toolsAI-powered support agent

Required Skills

Tier 1 ticket queuelog analysistroubleshootingscriptingautomation toolingOrkaKubernetesCitrixbare metalmacOS virtualizationApple siliconSRE escalationsfollow-the-sun coverage

Hard Skills

Tier 1 ticket queue ownershipLog analysisDebugging and troubleshootingScripting to reproduce and diagnose issuesTechnical support for OrkaTechnical support for CitrixTroubleshooting bare metal environmentsKubernetes-based orchestration platform troubleshootingmacOS virtualization troubleshootingApple silicon infrastructure troubleshootingUnderstanding CI/CD and testing workloadsCustomer escalation handlingBuilding tooling and automationAI code tools usageAI-powered support agent workflowOperating system and infrastructure diagnostics

Soft Skills

Customer-facing technical communicationOwnership of support operationsCollaboration with Orka development team and SRECross-functional collaborationProblem-solvingBias toward actionAutonomyFollow-the-sun coverage collaboration

Industry & Role

Industry SaaS

Job Function Deliver engineering-grade technical support operations for enterprise Apple infrastructure products.

Role Subtype Technical Support Specialist

Tech Domains Kubernetes, Amazon Web Services, Linux

Keywords for Your Resume

Senior Technical Support Engineertechnical supportTier 1Tier 2ticket queueticket flowlog analysistroubleshootingscriptsautomationtoolingOrkaKubernetes-based orchestration platformApple siliconmacOS virtualizationCitrixbare metalAWSAmazon Elastic Compute Cloud (EC2)customer escalationsSREfollow-the-sun coverageAI code toolsAI-powered support agenttechnical challengessupport developersKubernetesfollow-the-sun

Deal Breakers

Must be able to own and triage a Tier 1 ticket queue, Must have experience diagnosing issues via log analysis and scripting, Must have experience with Orka and/or similar orchestration platforms and Citrix environments (as indicated by the role scope)

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