Solutions Engineer (Connect – macOS/Windows)

Solutions Engineer (Connect – macOS/Windows) 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 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). No visa sponsorship is available for this position. PDQ is seeking an experienced Systems Administrator who knows Windows and macOS in the real world: troubleshooting, packaging, logs, MDM, and the messy edge cases that show up in production. You’ll join the Solutions team supporting PDQ Connect , our cloud-based, agent-driven endpoint management platform, as we expand macOS capabilities. You’ll also support SimpleMDM , our Apple MDM product for macOS and iOS device management. This role provides technical support for other sysadmins and IT departments. You will: Own customer issues Debug deployments and inventory/scanning problems Reproduce and escalate product bugs with excellent technical detail Improve docs and knowledge articles Provide feedback to Product and Engineering based on customer reality Support is primarily email-based, with some live chat. From time to time we may provide outbound phone & remote support.  While this is not a Sales role, you may be the first contact that trial users have with PDQ, so we will be looking for sysadmins who know how to treat a customer right. You will test new features, provide product feedback, reproduce bugs, and support real-world IT environments with all their quirks and inconsistencies. You will be solving hard problems with other people like you: system administrators with real-world experience. Most of our support is conducted via email, with some live meetings via chat or phone. What you'll be doing: Ticket ownership and technical investigation from start to finish Troubleshoot macOS endpoint issues across diverse environments (SMB, enterprise, education, MSP, government) Diagnose scanning/inventory failures, deployment failures, remote access issues, connectivity/credential problems, and environmental constraints Primary focus: PDQ Connect (macOS) : PDQ Connect Agent (macOS) PDQ Connect/ISL Remote Desktop apps (agent and viewer) (macOS) PDQ package library and user-created custom packages (macOS) Secondary product focus: SimpleMDM Write and maintain internal docs and customer-facing help center articles. Capture and prioritize customer feedback and feature requests Investigate faults in PDQ Connect’s scanning/inventory capabilities, as well as its application and command deployment. Troubleshoot connectivity issues, credential problems, and environmental issues across customer networks. Collaborate with Engineering, Product, and Strategy on quality and usability improvements We're looking for people who have: Must Have: 3+ years system administration in macOS and Windows environments Strong macOS troubleshooting skills, including command line troubleshooting and reading/interpreting macOS and application logs Experience with Apple MDM (e.g., SimpleMDM, Jamf, Mosyle, Iru/Kandji, Intune). Experience with Windows OS and application deployment, patch management, and troubleshooting Experience with endpoint management tools like PDQ Deploy, PDQ Connect, Intune, SCCM, Kaseya, or similar Proven ability to configure, troubleshoot, and support software deployments in messy end-user environments. Working understanding of endpoint and platform security best practices Exposure to vulnerability or remediation ... (truncated, view full listing at source)