We are seeking a detail-oriented and proactive Support Engineer to join our dynamic team. Reporting directly to our Senior Engineer, you will be instrumental in maintaining and enhancing the functionality of our software products. This role involves responding to customer requests and bug reports, modifying ETL pipelines and data processing scripts, adjusting configurations for client instances, fine-tuning customer integrations through an Integration Platform as a Service (iPaaS), and making REST API requests to address issues and implement solutions.

We are seeking a detail-oriented and proactive Support Engineer to join our dynamic team. Reporting directly to our Senior Engineer, you will be instrumental in maintaining and enhancing the functionality of our software products. This role involves responding to customer requests and bug reports, modifying ETL pipelines and data processing scripts, adjusting configurations for client instances, fine-tuning customer integrations through an Integration Platform as a Service (iPaaS), and making REST API requests to address issues and implement solutions.

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.

Role Details Location: Bucharest, Romania Work Arrangement: Work from home Type of Support: Phone, email, screen share Contract Duration: Full-time Training Schedule: 2:00 pm - 10:00 pm CET Work Schedule: 9:00 am - 6:00 pm CET Expected Start Date: April, 2026 About Us Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleep. More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact. Join us at Crescendo, and let’s build the future of customer experience together. Welcome to Crescendo. Welcome to what’s next. The Role We’re hiring German Technical Support Specialists to help clinicians, biomedical teams, and distributors who use sensory equipment for hearing, balance, and newborn care. You’ll be the first point of contact when users need help and will guide them through troubleshooting, setup, repairs, and next steps. Most of your work will happen through phone, email, and screen-share sessions. This role is ideal for someone who enjoys solving technical problems, communicating clearly, and working in a structured, regulated environment where accuracy and documentation really matter. What You’ll Do: - Take ownership of support cases from the moment they come in until they’re fully resolved. - Talk with users to understand what’s happening, gather details, and document everything in Salesforce. - Troubleshoot hardware, software, and connectivity issues. This includes sensors, cables, software installs, updates, licenses, and basic networking. - Host live remote sessions to reproduce issues, walk users through fixes, or collect evidence for deeper investigation. - Decide the right path forward, whether that’s resolving the issue remotely, sending replacement parts, or arranging an RMA or depot repair. - Escalate cases responsibly by providing clear notes, steps to reproduce, and the actions already taken. - Keep documentation clean, consistent, and aligned with medical device quality standards. - Contribute to internal knowledge articles so future cases are easier to handle. What We Expect From You: - C1/C2 German proficiency (CEFR or equivalent) - Experience providing German Support - At least 2 years of experience in technical support, helpdesk, or customer support involving hardware or software troubleshooting. - Strong communication skills and the ability to explain technical ideas in a simple way. - Solid understanding of Windows (drivers, Device Manager, services) and comfort with basic networking. - Experience documenting cases in a CRM like Salesforce. - Calm, patient, and confident when working directly with clinicians and biomeds. - Strong judgment when choosing between remote fixes, part replacements, or repair requests. - High attention to detail and the ability to follow documented procedures. - Curious, proactive, and eager to learn medical device workflows. Nice to Have - Experience supporting medical, diagnostic, audiology, or similar devices. - Familiarity with NOAH, OtoSuite, or other clinical software used for hearing and balance diagnostics. - Experience coordinating with field service teams or depot repair centers. - Additional languages. What You’ll Get In Return: - Remote working arrangements - Competitive base salary - Comprehensive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees - Be part of a people-first, values-driven organization - Work with innovative global partners and diverse teams - Access to free posture-based fitness workouts from home - Training and professional development opportunities Company Culture Is At Our Core Core values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other. - Care for others: Empathy is a key driver. When people thrive, so does the mission. - Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward. - Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next. - Take ownership: Bold choices with integrity at the core—that’s how impact lasts. - Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning. Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact careers@crescendo.ai. PRIVACY NOTICE Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes. To understand more about Crescendo’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.