The posting
Work Setup: Fully Remote
Work Schedule: Monday – Friday, Pacific Standard Time
Salary: $1,800 - $2,000
Role Overview
This is a Help Desk and Technical Support role with a strong emphasis on client communication. The person in this role handles the majority of day-to-day support interactions with startup teams; they're the voice clients hear most often. Technical chops matter, but so does the ability to make a stressed-out employee feel taken care of.
If you are the type who can resolve a Google Workspace sync issue, walk a remote employee through a fix over Zoom, and close the ticket with documentation that a colleague could follow, all while keeping the client feeling supported, not talked down to - YOU belong here.
This Role IS:
- The face of our company to technologically sophisticated, security-conscious clients — you own relationships, not just tickets
- Equal parts technical problem-solving and warm, clear client communication
- A Mac-first, Google Workspace-first, SaaS-security environment
- Autonomy with accountability — startup clients expect fast, independent judgment
This Role IS NOT:
- A backend NOC or infrastructure role where you work silently behind the scenes
- A pure engineering role — if you prefer zero client contact, this is not the right fit
- A Windows Server / Active Directory / on-prem data center environment
- A role with heavy supervision and rigid escalation paths
Responsibilities:
Technical Delivery
- ProvideTier 2 support for escalated issues across Mac workstations, networks, Google Workspace, and SaaS platforms
- Troubleshoot and resolve incidents independently with clear, client-readable documentation
- Collaborate with Tier 1 and Tier 3 teams to resolve issues and share knowledge
- Support client onboarding workflows: device enrollment, MDM configuration, account provisioning, and Laptop Logistics coordination
- Support monitoring, patching, and alert response workflows — including user-facing CVE remediation notifications
- Participate in backup testing and maintenance routines
- Contribute to SOP and knowledge base documentation improvements
Client Experience
- Serve as the front line of client interaction— every support touchpoint shapes how clients feel about Ignition
- Communicate clearly and warmly with non-technical end-users (startup employees, ops teams, office managers) via chat, email, video, and phone
- Set expectations proactively — no silent gaps; if a fix takes time, the client knows what's happening and when to expect an update
- Own client communication through escalations — clients should never feel passed off without context
- Write ticket notes and follow-ups that a non-technical reader can easily understand
Required Qualifications
Technical Qualifications
- 6+ years of IT support experience, with substantial time at an IT Managed Service Provider (MSP)
- StrongMac/macOS support experience (candidates without extensive Apple experience must obtain Apple Desktop Support certification within 90 days)
- Experience administeringGoogle Workspace or Microsoft 365for remote/hybrid workforces
- Experience withendpoint management/MDM tools(Jamf, Intune, or similar)
- Strong cybersecurity literacy: familiarity with zero-trust SaaS security platforms such as SentinelOne, Okta, Entra ID, Cisco Umbrella, KnowBe4, or equivalent
- Solid networking fundamentals(VPNs, firewalls, routing), ideally with Cisco Meraki experience
- Strong troubleshooting methodology with consistent documentation habits
Client-Facing Skills(Equally Weighted)
- Demonstrated ability to explain technical issues to non-technical people in plain, reassuring language
- Experience in a client-facing support role where customer satisfaction was measured — and you scored well (NPS, CSAT, or equivalent)
- Patience and empathy when supporting end-users who are frustrated, stressed, or unfamiliar with technology — these are non-negotiable
- Clear, professional written communication across tickets, emails, and follow-ups
Soft Skills
- Strong time management and ability to manage multiple tickets across multiple client accounts simultaneously
- Team-first mindset — you share knowledge, flag patterns, and actively help teammates improve
- Accountability and attention to detail — if you commit to a follow-up, you follow through
- Proactive communicator — you never wait for a client to chase you
