Support Engineer - Mac Admin

About PDQ

PDQ, founded in Salt Lake City, UT, USA, makes device management simple, secure, and Pretty Damn Quick through our products Deploy, Inventory, Connect, Detect, SimpleMDM and SmartDeploy. IT teams use our products to reduce complexity, improve efficiency, and enhance control in their unique environments. We are backed by TA Associates and Berkshire Partners, top-tier global private equity firms.

PDQ's Core Values: Honesty, Ownership, Collaboration and Improvement

Job Description:

• Before you apply, please note:
• • This is a remote role open to candidates residing in the following US states: This is a full-time role open to remote or hybrid candidates in eligible U.S. states (AR, AZ, CO, CT, FL, GA, ID, IL, IN, KY, MD, MI, MN, MO, NC, NH, OK, OR, TN, TX, UT, VA, WA, WI).

SimpleMDM is PDQ’s Apple mobile device management platform. It provides an intuitive cloud-based solution for managing Apple devices (macOS, iOS, iPadOS, tvOS) at scale. SimpleMDM’s powerful yet easy-to-use feature set makes it a leading tool in the Apple MDM space, enabling organizations to manage their Apple devices without unnecessary complexity.

PDQ is seeking a Solutions Engineer dedicated to supporting SimpleMDM. In this role, you will be the primary owner of customer support for our Apple device management product. That means becoming the go-to expert helping IT administrators leverage SimpleMDM to manage their Apple device fleets successfully. You will also work closely alongside both the SimpleMDM product team and the broader Solutions team to support Apple macOS management functionality across PDQ products.

This is not an entry-level support job; you’ll troubleshoot complex issues across the Apple ecosystem and work directly with tech-savvy customers (often fellow sysadmins like yourself). We’re looking for someone with the autonomy, technical depth, and customer focus to take on sophisticated customer problems and drive them to resolution.

What you'll be doing:

Support and Troubleshooting

• Handle SimpleMDM support tickets from sysadmins managing Apple fleets (macOS, iOS, iPadOS, and, very rarely, tvOS).
• Diagnose issues with DEP/ABM enrollment, app deployment, config profiles, and MDM commands.
• Investigate and triage bugs, misconfigurations, and edge-case failures across devices and networks.
• Assist customers via email (Zendesk) and occasional screen shares during business hours.

Customer Advocacy and Product Insight

• Identify and escalate bugs or gaps to Product/Engineering with minimal handholding.
• Translate recurring pain points into feature suggestions or documentation gaps.

Documentation and Enablement

• Write technical guides, internal playbooks, and external-facing KBs.
• (Optional) Contribute to video or webinar content.

Cross-Functional Coordination

• Collaborate with U.S.-based support, product, and engineering teams.
• Assist with tickets involving hybrid Apple/Windows environments, including PDQ Connect customers managing Apple devices.

Proactive Improvement

• Stay current on Apple platform updates, MDM changes, and best practices.
• Improve team processes, tool usage, and customer experience workflows.

We're looking for people who have:

Required

• 3+ years managing Apple devices at scale using MDM (e.g., SimpleMDM, Jamf, Mosyle, Kandji, Intune).
• Familiar with Apple MDM protocol and Declarative Device Management (DDM). You can explain MDM commands and declarations – you understand how they work, and can troubleshoot issues as they occur.
• Expert in macOS and iOS operating systems and troubleshooting.
• Expert in Apple Business Manager, DEP/ADE workflows, app licensing and packaging, configuration profiles, and device enrollment.
• Basic understanding of APNs and network prerequisites for Apple MDM.
• Fluent written/spoken English for support and collaboration with U.S.-based teams.
• Strong sysadmin-level troubleshooting skills and autonomy in high-context environments.
• Basic knowledge of bash, zsh, Python, or Ruby scripting for automation, log parsing, or API interaction, etc.
• Basic understanding of REST APIs, capable of testing/troubleshooting using curl or API clients (e.g. Postman)
• Superlative customer communication fueled by strong empathy, urgency, and a willingness to solve problems and resolve issues for customers who have anything from very little technical knowledge to being exceptional Apple administrators.

Nice to Have, but Not Required

• Experience with Munki, AutoPkg, and/or other open-source Mac management and software packaging tools
• Experience supporting mixed environments (Windows + Apple).
• Experience using version control and related tools (git, GitHub, etc.)
• Experience in IaC environments and related tools (Terraform, Ansible, Chef, Salt, etc.)
• Familiarity with deployment of EDR clients (e.g. Crowdstrike, SentinelOne)
• Experience with identity and access management (IAM) and common identity providers (e.g., Google Workspace, Okta, Microsoft Entra ID), including configuring SSO integrations using SAML and OpenID Connect (OIDC).
• Familiarity with support platforms: Zendesk, Slack, Notion, Linear.

Tools we use:

• Zendesk
• Office 365   
• Slack   
• Linear   
• Notion 

PDQ Perks & Benefits:

PDQ offers all of the great perks and benefits you'd expect from working at a very cool tech company, and even some you might not expect, including:

• 4-Day Work Week
• Managers who champion professional development
• 100% Premium Coverage for medical, dental and vision for you and your dependents
• 100% Premium Coverage for Short Term Disability, Long Term Disability, Life, and AD&D Insurance
• Company Match of the first 6% of your employee deferrals
• Flexible Paid Time Off Policy that treats you like the adult that you are
• Health Savings Account (HSA) and wellness incentives
• Quarterly Company Values Award (team member nominated)

PDQ is proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. If you would like to request reasonable accommodation for a medical condition or disability during any part of the application process, please contact [email protected].

The majority of PDQ's full-time roles do not qualify for sponsorship of employment visas such as the H-1B visa. This applies to scenarios where a candidate might possess temporary work authorization during their schooling or after graduation (e.g., CPT, OPT), but would require H-1B visa sponsorship within a few years of employment to retain eligibility for employment.

*Currently, candidates who are eligible for fully remote positions can live in any of the following US states: AR, AZ, CO, CT, FL, GA, ID, IL, IN, KY, MD, MI, MN, MO, NC, NH, OK, OR, TN, TX, UT, VA, WA, WI.