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T2 Support Engineer - L.A. based

Full Time

About The Role

As a T2 Support Engineer, you will be a crucial part of our technical support team, providing expert assistance to end-users and customers. This role involves troubleshooting and resolving complex technical issues escalated from T1 support, with a specific emphasis on supporting Mac systems. We are seeking a candidate with extensive Mac experience who can contribute to the efficient resolution of issues related to macOS and associated technologies.


In this role, you'll get to…

  • provide second-level technical support to end-users and customers, addressing escalated issues from T1 support

  • diagnose and troubleshoot hardware, software, and network-related problems, with a strong emphasis on Mac systems

  • analyze and resolve complex technical issues, ensuring timely and efficient solutions

  • collaborate with cross-functional teams to find comprehensive solutions to identified problems, particularly those related to macOS

  • communicate technical solutions clearly and effectively to end-users and customers, ensuring a positive support experience

  • provide regular updates on the status of escalated issues and ensure customer satisfaction

  • document detailed information regarding support cases, including troubleshooting steps and solutions, with a focus on Mac-specific configurations

  • contribute to the knowledge base with common Mac-related issues and their resolutions

  • collaborate with T1 support, developers, and other teams to escalate and resolve issues efficiently

  • participate in meetings to share insights, knowledge, and best practices, especially in the context of Mac systems

  • escalate critical issues to T3 support or appropriate teams and follow up on resolutions

  • provide feedback to L1 support for training and improvement purposes

  • monitor systems and proactively identify potential issues before they escalate, focusing on both Mac and other supported platforms

  • conduct analysis on recurring issues to identify root causes and contribute to long-term solutions

  • perform other ad hoc duties related to the role as assigned


On day one, we'll expect you to…

  • have 2 to 3 years proven progressive experience in a technical support role

  • have extensive experience with Mac systems, including macOS, hardware, and software configurations

  • have proficiency in troubleshooting, operating systems (e.g., Mac OS, Windows, Linux) and related technologies

  • have excellent problem-solving and analytical skills

  • have effective communication skills, both written and verbal

  • have the ability to prioritize and manage multiple tasks in a fast-paced environment

  • have a fully functional and up-to-date computer with which to perform duties

  • be willing to install next-generation endpoint protection on the computer

  • have a US citizenship

  • be willing to work on-site in the LA area

What separates the best from the rest:

  • Bachelor's degree in Computer Science, Information Technology, or a related field

  • experience with ticketing systems and support tools

  • desire to draft knowledgebase articles for recurring issues

  • knowledge of ITIL (Information Technology Infrastructure Library) practices

  • certifications such as CompTIA A+, Apple Certified Support Professional (ACSP), etc.

  • understanding of cloud computing technologies (e.g., AWS, Azure)

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