Support Engineering Lead
Miami
Customer Operations /
Full-Time /
On-site
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.
Why You'll Love Working Here
Join a team that's directly connected to Apple's legacy—our founders met while working at Apple and built Kandji to solve the real problems they experienced managing enterprise Apple device fleets. You'll be working with cutting-edge technology in the Apple device management space, helping customers modernize their IT operations while ensuring security and compliance.
We're building something meaningful here: a solution that lets IT administrators focus on strategic work instead of getting bogged down in manual device management tasks. When you help a customer solve a complex deployment challenge or streamline their device security, you're directly contributing to their success and productivity.
Ready to help shape the future of Apple device management? We'd love to hear from you.
Location: Miami, FL (5 days per week, 9 AM - 6 PM) Reports to: Manager, Support Engineering
Benefits & Perks
• Competitive salary
• 100% individual and dependent medical + dental + vision coverage
• 401(k) with a 4% company match
• 20 days PTO
• Kandji Wellness Week the first week in July
• Equity for full-time employees
• Up to 16 weeks of paid leave for new parents
• Paid Family and Medical Leave
• Modern Health - Mental Health Benefits - Individual and Dependents
• Fertility Benefits
• Working Advantage Employee Discounts
• Free onsite fitness center
• Free parking
• Lunch 5 days/week
• Exciting opportunities for career growth
• An outstanding, inclusive culture
We are excited to be serving a significant need for a fast-growing market, and are proud of the high-performing team we have brought together so far. If you’re someone who wants to engage in new, exciting projects that will challenge your skills in the best way possible, we would love to connect with you.
At Kandji we believe in fostering an inclusive environment in which employees feel encouraged to share their unique perspectives, leverage their strengths, and act authentically. We know that diverse teams are strong teams, and welcome those from all backgrounds and varying experiences.
Kandji is proud to be an equal opportunity employer committed to diversity and inclusion in the workplace. Qualified applicants will be considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, physical or mental disability, protected veteran or military status or any other status protected by applicable law.
