MacStadium

Role Description As a Manager of Solution Delivery, you are the facilitator of quality for our customer journey. Reporting to the CRO, you will ensure that the innovative solutions designed by our Pre-Sales team are executed with precision, delivered in a timely manner, documented for longevity, and transitioned to Support with zero friction. You will be coordinating and leveraging our service delivery and engineering organizations to execute production environments. You are the linchpin for turning a deal that is 'Closed-Won' into a 'Life-Long Customer.' Responsibilities - Own solution process from post-deal-close to first revenue - Be accountable (but not responsible) for driving solution outcomes - Manage and organize customer-facing and internal coordination related to delivery & implementation Qualifications - Post-Sales Implementation Expertise: Proven track record of taking complex, multi-stakeholder technical projects from signature to "Go-Live." - Technical Integrity: The ability to act as a technical gatekeeper within the sales org, ensuring we deliver what we can really build and support. - Customer-Facing Project Management: High "Expert Presence." You can walk a customer through a deployment or a technical challenge without losing their trust. - Infrastructure Proficiency: Understanding of cloud services and solutions as well as quickly gaining familiarity with products and services used to deliver our solutions. Be able to translate into actionable deliverables. - Documentation Management: The ability to translate "Sales Engineering notes" and POC environments into documented, deliverable, and repeatable Customer Solutions Artifacts. - Basic understanding of networking. - Basic understanding of cloud computing. - Project management experience. - Experience working in technical organizations (CS, implementation, solutions engineering). - Customer-facing experience. Preferred - CI/CD experience - Cloud service provider experience - Familiarity with Apple or Mac in a business setting - Project management certificates or comparable experience Compensation Compensation Range: $80,000 - $100,000 Additional Information MacStadium has a defined Information Security Policy and all employees are required to adhere to this policy and sign an acknowledgment and receipt of this policy upon hire. All offers of employment are conditioned upon successful completion of a background screening process and all employees must comply with the immigration rules and laws in the jurisdiction in which he/she/they will provide MacStadium services. MacStadium is an Equal Opportunity Employer. All applicants are considered without regard to race, color, ancestry, national origin, gender/gender identity, sexual orientation, marital and family status, religion and religious belief, age, disability, results of genetic information, and service in the military. Studies have shown that women and people of color are less likely to apply for jobs unless they believe they can perform every job description task. We are most interested in finding the best candidate for the job, and that candidate may come from a less traditional background. MacStadium may consider an equivalent combination of knowledge, skills, education, and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role. Note No recruiting agencies please.

Role Description At MacStadium, we deliver a comprehensive suite of Apple infrastructure solutions. Our product portfolio includes: - Orka: a Kubernetes-based orchestration platform for Apple silicon - Augmented bare metal with VDI tooling, including Citrix and others - Mac focused IaaS, including bare metal Macs, Firewalls, Networking, and Storage As a Senior Technical Support Engineer, you will be the operational backbone of our support function: - Own the Tier 1 ticket queue - Develop deep product expertise across the full portfolio - Build tooling and automation to help the team scale This is not a read-from-a-script support role. You will: - Dig into logs, use AI code tools, and write scripts to reproduce and diagnose issues - Work directly with customers to resolve technical challenges across Orka, Citrix, and bare metal environments - Manage tickets routed from the support team and our AI-powered support agent - Ramp into Tier 2 across all products - Partner with existing Orka support developers for follow-the-sun coverage - Collaborate with the Orka development team and SRE on escalations Qualifications - 3+ years in a technical role: support engineering, systems/network administration, DevOps, or infrastructure operations - Proficiency scripting in Bash and Python - Strong systems administration fundamentals: networking, storage, process management, and log analysis across Linux and/or macOS - Experience with virtualization or container concepts (VMware, Docker, Kubernetes) - Comfortable working in a CLI-driven environment - Demonstrated ability to manage a ticket queue or support workflow - Excellent written communication skills - Based in the US with availability during standard US business hours - Self-directed and comfortable working autonomously on a small, distributed team Requirements - Direct experience with Orka, Kubernetes, Apple silicon, and/or macOS virtualization (preferred) - Familiarity with AWS — particularly EKS and EC2 Mac instances (preferred) - Experience with Citrix or virtual desktop infrastructure (VDI) (preferred) - Background in network engineering or administration (preferred) - Experience with CI/CD systems such as GitHub Actions, Jenkins, or similar (preferred) - Experience with Zendesk, Jira, or similar support/ticketing platforms (preferred) - Background in supporting SaaS or IaaS products with enterprise customers (preferred) - Track record of building internal tools, automation, or process improvements (preferred) - Exposure to AI-assisted support tools or willingness to help shape an AI support workflow (preferred) Benefits - Remote-first work environment - Opportunity to have an outsized impact on a small team Company Description MacStadium is the leading provider of enterprise-class Apple Mac infrastructure. Our Orka platform enables developers and DevOps teams to orchestrate macOS and Apple silicon in the cloud for CI/CD, testing, and development at scale. We serve some of the world's largest companies and are investing heavily in our platform for the future. We value autonomy, curiosity, and a bias toward action.