About the role
About
the team: The Technical Support team at Rippling is a dedicated group of professionals committed to ensuring that our customers have a seamless experience with our robust Finance, HR, and IT platform. Our team provides expert guidance and swift resolutions to any technical challenges or inquiries that our customers have. We pride ourselves on our customer-centric approach, offering support to businesses across various time zones and ensuring help is always available when needed. Our team is composed of individuals with diverse backgrounds and expertise, all united by a shared passion for problem-solving and continuous learning. We foster a collaborative and supportive environment where team members are encouraged to share insights and innovate solutions to enhance customer satisfaction. Additionally, our team is driven by a commitment to personal and professional growth, with ongoing training and development opportunities to ensure we stay adept with the latest features and updates in our platform. At Rippling, we are actively seeking enthusiastic individuals to join our Technical Support team. We value candidates who are eager to learn and passionate about growing their skills in a dynamic, fast-paced environment. We believe that fresh perspectives are crucial for continuous improvement and innovation, and we are committed to providing ample opportunities for professional development. If you are motivated, quick to adapt, and excited about contributing to a team that helps businesses operate more efficiently, we encourage you to apply and bring your unique talents to Rippling. What you will do: This role will contribute across multiple domains. Specifically, our IT-focused areas such as MDM (Mobile Device Management), Inventory Management, and Access Management. Troubleshoot and resolve endpoint issues across macOS, Windows, and mobile platforms, including connectivity, configuration, and software deployment errors. Document troubleshooting steps, best practices, and technical workflows to improve internal knowledge sharing and team efficiency. Responsible for supporting our Rippling customers and resolving issues related to our products. Take charge of customer issues from start to finish - while working in a dynamic and fast-paced environment. Leverage phone, chat, email functionality, and video conferencing to help our customers optimize our products. De-escalate and resolve issues by leveraging platform and industry expertise. Become a product expert - you'll be a go-to resource for both customers and coworkers. Identify areas of improvement and work directly with Product and Engineering teams to share areas where we can better serve our customer base through automation or added features. Work well under time constraints and meet schedules; at times with unexpected deadlines, to ensure client’s needs are met. What you will need: Bachelor's degree 1-4 years of customer support experience in a Technical Support domain and should have: Familiarity with MDM solutions such as Intune, Jamf, Kandji, or Rippling Working knowledge of macOS, Windows, and mobile device ecosystems Understanding of endpoint security, encryption, and compliance principles Strong troubleshooting and analytical skills, with the ability and curiosity to use debugging tools, interpret logs, and learn how to identify root causes over time Time management skills and ability to prioritize Flexibility with changing job duties and
