Technical Support Agent - On-site

• 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

Asset Management

• 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

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., * 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.

• 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.

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., This is a full-time, on-site role based in our San Diego HQ.