Senior Technical Support Engineer

About MacStadium MacStadium is the leading provider of enterprise-class Apple Mac infrastructure. Our Orka platform enables developers and DevOps teams to orchestrate macOS and Apple silicon in the cloud for CI/CD, testing, and development at scale. We serve some of the world's largest companies and are investing heavily in our platform for the future. We are a remote-first company with a global team. We value autonomy, curiosity, and a bias toward action. If you want to have outsized impact on a small team building the future of Apple cloud infrastructure, we would love to hear from you. About the Role 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.Why This Role ExistsMacStadium'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.Our ProductsYou 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 DoOwn 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 productsRamp into Tier 2 support across Orka, Citrix, and bare metal — developing the product expertise to troubleshoot and resolve complex issues independently across the full portfolioWrite scripts and build tooling (Bash, Python) to automate repetitive diagnostics, reproduce customer issues, and accelerate troubleshooting workflowsPartner with the existing US and EU Orka support developers to maintain follow-the-sun coverage, share knowledge, and develop shared runbooks and troubleshooting guidesHelp shape the AI support agent's effectiveness — reviewing its output, identifying gaps, tuning responses, and ensuring quality as it handles Tier 1 volumeCollaborate with the Head of Support on process improvements, knowledge base development, and operational metricsContribute to internal documentation, including root cause analysis write-ups, known issue tracking, and customer-facing KB articlesAct as a voice of the customer internally, surfacing recurring issues and feature requests to the product and engineering teamsWhat 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 titleProficiency scripting in Bash and Python — you automate repetitive tasks rather than doing them manually twiceStrong systems administration fundamentals: networking (DNS, firewalls, VPNs, TCP/IP), storage, process management, and log analysis across Linux and/or macOSExperience with virtualization or container concepts (VMware, Docker, Kubernetes) — direct Kubernetes experience is a plus but not requiredComfortable working in a CL