Technical Support Agent - On-site
Satechi · San Diego, CA ·
- Work mode
- Onsite
- Employment
- Full time
- Category
- Support
- Experience
- 2+ years
Who we are:
Satechi is an award-winning consumer electronics brand known for creating innovative and sleek tech products and accessories. Our commitment to limitless and ever-evolving technology ensures that our products seamlessly integrate into modern lifestyles. We value teamwork, creativity, enthusiasm, responsibility, and tolerance, which drive our innovation and dedication to quality. With a global presence in over 25,000 stores, Satechi delivers high-quality accessories that inspire creativity and enhance everyday experiences for people worldwide.
Who you are:
You're a hands-on technical support pro who genuinely enjoys cracking the kind of compatibility puzzles that come with Mac, iPad, and iPhone accessories. You know your way around a ticking system like Zendesk (or a similar platform), and you're comfortable using AI-powered tools and AI agents in your day-to-day work. You'll partner closely with our Sr. Technical Support Supervisor and Technical Support Manager to help keep these workflows running smoothly. You bring a customer-first mindset, sharp written communication, and a love of consumer tech.
This is a full-time, on-site role based in our San Diego HQ.
What You'll Be Doing
Customer Support & Troubleshooting — Apple Ecosystem (primary)
Why you'll love working at Satechi:Compensation:
Satechi is an award-winning consumer electronics brand known for creating innovative and sleek tech products and accessories. Our commitment to limitless and ever-evolving technology ensures that our products seamlessly integrate into modern lifestyles. We value teamwork, creativity, enthusiasm, responsibility, and tolerance, which drive our innovation and dedication to quality. With a global presence in over 25,000 stores, Satechi delivers high-quality accessories that inspire creativity and enhance everyday experiences for people worldwide.
Who you are:
You're a hands-on technical support pro who genuinely enjoys cracking the kind of compatibility puzzles that come with Mac, iPad, and iPhone accessories. You know your way around a ticking system like Zendesk (or a similar platform), and you're comfortable using AI-powered tools and AI agents in your day-to-day work. You'll partner closely with our Sr. Technical Support Supervisor and Technical Support Manager to help keep these workflows running smoothly. You bring a customer-first mindset, sharp written communication, and a love of consumer tech.
This is a full-time, on-site role based in our San Diego HQ.
What You'll Be Doing
Customer Support & Troubleshooting — Apple Ecosystem (primary)
- Manage and resolve Zendesk tickets, inbound calls, and live chat with timely follow-through
- Troubleshoot hardware, software, USB-C, Thunderbolt, docking stations, hubs, and display connectivity issues
- Support customers with compatibility troubleshooting across Windows and macOS
- Apply structured troubleshooting methodology before approving replacements or returns
- Test returned devices and validate USB-C, docking, and multi-display functionality
- Identify recurring product or usage patterns and document findings clearly
- Provide on-site support for employees across laptops, desktops, monitors, printers, and mobile devices
- Perform system imaging, device configuration, equipment swaps, and workspace setup
- Maintain accurate IT asset inventory and support device refresh cycles using Iru (formerly Kandji) or JAMF
- Associate's or bachelor's in a related field, or equivalent hands-on experience
- 2+ years in customer-facing technical support involving consumer electronics, Apple hardware, or peripherals
- Demonstrated use of AI powered solutions or tools (highly preferred)
- Deep working knowledge of macOS, iOS and the USB-C / Thunderbolt / Power Delivery / DisplayPort stack on Apple hardware
- Experience with a customer support ticketing system such as Zendesk or similar platform
- Strong written communication and structured troubleshooting skills
- Prior work at a consumer electronics, Apple accessory, or DTC hardware brand preferred.
Why you'll love working at Satechi:
- Competitive salary package with up to 10% end-of-the-year performance bonuses.
- Comprehensive benefits package including health, dental, and vision insurance, and 401k.
- Work environment promoting work-life balance.
- A dynamic, diverse, equitable and inclusive workplace culture with opportunities for professional growth.