Remote macOS Troubleshooting Advisor

Introduction to the Role

Are you someone who thrives on solving complex tech puzzles and making a genuine impact on people’s digital lives? As a Remote macOS Troubleshooting Advisor, you will be the friendly expert users rely on when their Apple environments need clarity, care, and a touch of magic. In this role, you’ll work from the comfort of your home while helping users worldwide feel confident and secure with their macOS devices. Imagine being the calming, knowledgeable voice on the other end of a screen, supporting users not just with technical fixes but with empathy, understanding, and respect for their unique experiences. Annual Salary: $114,963

About Our Vision and Culture

Here, we don't just believe in delivering excellent support—we believe in building a culture where every voice matters. Our journey has always been about creating an inclusive workplace that celebrates diverse talent and fosters the potential of every individual. Our remote teams are collaborative, tight-knit, and empowered. You’ll join a growing network of curious minds who are just as passionate about digital accessibility as they are about creating safe spaces for authentic connection. Whether you're rebooting a kernel panic or walking someone through restoring a Time Machine backup, you’re part of a mission rooted in trust and care.

Key Responsibilities

Provide Expert-Level macOS Support

• Diagnose, troubleshoot, and resolve technical issues involving macOS operating systems, Apple applications, and hardware compatibility.
• Educate users on system functionalities, updates, and best practices for long-term device performance.
• Guide clients through system configurations, file recovery, and permissions management with clarity and patience.

Foster a User-First Support Experience

• Build rapport with users from diverse backgrounds by demonstrating genuine concern and active listening.
• Tailor your language to meet the tech literacy level of each caller without ever sounding condescending.
• Work closely with colleagues across various functions to escalate and resolve more complex cases.

Uphold Service Quality and Compliance

• Maintain detailed documentation in CRM platforms regarding user issues, diagnostics, and resolutions.
• Adhere to privacy and security protocols in all user interactions.
• Stay updated with the latest macOS updates, patches, and security trends.

The Remote Work Experience

Imagine replacing your morning commute with an extra cup of coffee and a few minutes of mindfulness. Working remotely in this role means flexible schedules, work-life balance, and a supportive team structure that respects your time and personal needs. You’ll be part of a community that thrives on openness, teamwork, and purpose.

This isn't just another remote job—it’s a chance to bring peace of mind to thousands of macOS users without ever stepping outside your home. Our virtual workspace is dynamic, inclusive, and backed by a network of leaders who care deeply about people over process. From virtual yoga to peer support circles, our work culture is built on connection.

Tools, Tech, and Systems

To support your work efficiently, you'll be equipped with secure VPN access, encrypted communication tools, and state-of-the-art remote support software. You'll utilize screen-sharing applications, remote desktop tools, and diagnostic logs to provide timely assistance. Our internal ticketing systems are intuitive, allowing you to spend less time on admin and more time solving real problems. You'll also be using Slack, Zoom, and knowledge management platforms to stay aligned with your team.

What We’re Looking For

Core Qualifications

• Proven experience with macOS troubleshooting in professional or freelance environments
• Familiarity with system logs, console outputs, permissions repair, and Apple’s ecosystem
• Solid understanding of Wi-Fi configurations, iCloud syncing, software compatibility, and hardware peripherals
• A calm demeanor paired with excellent communication and problem-solving skills
• Ability to navigate conversations with empathy, patience, and a solutions-oriented mindset
• Fluency in English (additional language fluency is a bonus!)

Preferred Attributes

• Previous experience in a tech support or customer service role
• A genuine interest in inclusive technology and user advocacy
• Confidence working independently while remaining connected to a team
• Strong time management and multitasking capabilities in a fast-paced, remote setting
• Demonstrated commitment to continual learning and growth

Why You’ll Love Working Here

We’re proud of our commitment to fairness, equity, and belonging. Here, being yourself is not just welcomed—it’s celebrated. From onboarding to your everyday tasks, you’ll find a culture that amplifies each team member’s strengths and supports their growth.

Perks That Matter:

• Fully remote work with flexible hours
• Health and wellness stipends
• Learning and development allowance to expand your skills
• Team connection budgets for virtual meet-ups and learning circles
• Mental health resources and peer-led support sessions
• Opportunity to grow into senior advisory, training, or management paths

Career Development & Growth

This role isn’t a stepping stone—it’s a launchpad. As a Remote macOS Troubleshooting Advisor, you'll have the opportunity to deepen your technical knowledge, sharpen your customer engagement skills, and grow into new career paths. Whether you’re interested in becoming a team lead, systems trainer, or product advisor, your journey is supported every step of the way. Our mentorship programs and internal mobility framework ensure your future stays as dynamic as your present.

Diversity, Inclusion & Belonging

We proudly stand as an equal opportunity employer. Our strength lies in our differences, and we intentionally welcome individuals with diverse viewpoints, experiences, and passions to the table. Your background, your voice, and your story are not just valued—they're essential to who we are as a team. We believe that when people feel safe and supported, they do their best work. Our culture is built to empower you to thrive.

Apply with Confidence

You're not expected to tick every box. We value potential just as much as experience. If this role resonates with you, but you’re wondering whether you're "qualified enough," we encourage you to apply. Often, the most impactful contributors are those who show up with curiosity, empathy, and a willingness to grow.

Ready to Troubleshoot with Heart?

If you’re passionate about creating seamless digital experiences, making macOS systems run like clockwork, and supporting users with kindness, you’ve found your next calling. Step into a role where your tech knowledge meets human connection—and where every solution you deliver makes someone’s day better.

Join us today and redefine what remote support can feel like—warm, inclusive, and genuinely helpful.