Customer Support Engineer for CleanMyMac Business

MacPaw is a software company that develops and distributes software for macOS and iOS. Today, we have 20 million active users across all our products.
At MacPaw, we believe humans and technology can reach their greatest potential together.
MacPaw is proud to be Ukrainian. The support and development of Ukraine are significant parts of the company's culture. MacPaw gathers open-minded people who support each other and aspire to change the world around us.
For This Role
We are seeking a Customer Support Engineer to join the Customer Relations team. In this role, you'll help our customers from CleanMyMac Business .
The team has weekly sync-ups to synchronize, discuss new ideas and difficulties, or share experiences. For day-to-day operations and team collaboration, the team uses Slack, mail, Jira/Confluence, Zoom, etc. The team also uses Zendesk, Intercom, and other tools that help provide great service for MacPaw's users.
In this role, you will:

• Provide generous and prompt responses to customer inquiries
• Manage and resolve Level 2 and Level 3 complex technical cases
• Create technical documentation and write workflow descriptions and response templates
• Collaborate with development, QA, and business teams to troubleshoot and resolve customer issues
• Analyze customer feedback and propose improvements, leveraging your strong technical background and comprehensive understanding of applications and services

Skills you'll need to bring:

• A degree in Computer Engineering/ courses or proven work experience as a Technical Support Engineer
• Excellent written and verbal communication skills in English
• Proficiency in Mac and iOS operating systems
• Deep understanding of networks, MDM solutions, system administration, and configuration
• Strong problem-solving abilities with deep technical acumen
• Skills in active listening, facilitating effective teamwork, and problem-solving. Ability to clearly communicate own ideas and thoughts

What We Offer

• We are a Ukrainian company, and we stand with Ukraine against the russian aggression
  
  • We maintain workplaces for the mobilized Macpawians and provide financial support to colleagues or their families affected by the war. Here , you can also read about the MacPaw Foundation, which intends to help save the lives of Ukrainian defenders and provide relief to as many civilians as possible.
• We are committed to our veterans
  
  • Our Veteran Career and Empowerment Program is designed to ensure our veterans and active military personnel receive the recognition, support, and opportunities they deserve.
• Hybrid work model
  
  • Whether to work remotely or at the hub is entirely up to you. If you decide to mix it, our Kyiv office, which works as a coworking space, is open around the clock. The office is supplied with UPS and Starlink for an uninterrupted work process.
• Your health always comes first
  
  • We guarantee medical insurance starting on your first working month. For those abroad, you can receive a yearly Medical insurance allowance as compensation for managing your medical expenses.
• Flexible working hours
  
  • You can choose a schedule that is comfortable for you. No one here tracks your clock in/out because MacPaw is built on trust and cooperation.
• Space to grow both professionally and personally
  
  • Education opportunities to grow both hard and soft skills, annual development reviews, and internal community.
• Teams we are proud of
  
  • We build honest, transparent, and reliable relationships within teams. Every Macpawian can improve processes and implement their ideas. We encourage open and constructive feedback and provide training for Macpawians on giving and receiving feedback.
• Office designed for people (and pets)
  
  • Our office has it all: a spacious workplace with enough room for sitting up, lying down, and running around; a gym for recreation; cozy kitchens; a sleeping/meditation room; and a terrace with a view where we throw summer parties. Also, we have two cats living in the office, and you are welcome to bring your pets to the office (we have separate floors for cats and dogs).
• Time-off policy that covers life's needs
  
  • Convenient personal time-off policy to help you take care of essential matters in your personal life, and parental leaves. On top of all that, sabbaticals are open after 5 years of being with MacPaw.
• Join social initiatives with MacPawCares
  
  • MacPaw participates in numerous humanitarian aid and charity projects across many fields, and you are welcome to jump in to make the world a better place.
• We're an equal-opportunity employer. Here is a safe place for applicants of all backgrounds
  
  • We are hiring talented humans. Meaning with all our variety of backgrounds and identities, including service members and veterans, women, members of the LGBTQIA+ community, individuals with disabilities, and other often underrepresented groups. MacPaw does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
  • Some benefits are under development, and new adjustments are possible.