Solutions Engineer (Apple Devices) | $13–$16/hr | 100% Remote

About the Client 

Pacific Pact is recruiting for this role on behalf of a client headquartered in Utah, USA. The client specializes in simplifying and securing device management through innovative technology solutions. Its products help IT teams streamline operations, improve efficiency, reduce complexity, and maintain greater control over their IT environments. 

Client's Core Values 

Honesty: You communicate transparently and build trust through your actions. 

Ownership: You take responsibility for outcomes and follow through on commitments. 

Collaboration: You value diverse perspectives and work effectively across teams. 

Improvement: You actively seek opportunities to learn, grow, and innovate. 

Location and Work Schedule 

Location: Fully Remote, Philippines 

This is a full-time, fully remote position open to candidates based in the Philippines. The work schedule will align with U.S. Mountain Time (MT) business hours, requiring an overnight schedule in the Philippines. 

About the Role 

The client is seeking a detail-oriented and customer-focused Onboarding Specialist to join its Solutions team. In this role, you will guide new customers through their first 30 to 60 days of product adoption, ensuring they have the knowledge, resources, and technical support necessary to achieve their initial goals. 

You will work directly with customers in a technical capacity, following structured onboarding plans to help them reach key product milestones efficiently. This position combines technical expertise with customer experience management, making it essential to establishing a positive and lasting relationship between the client and its customers. 

Why This Role Matters 

As an Onboarding Specialist, you will play a vital role in helping customers understand, configure, and maximize the value of the client's products. Your contribution will directly influence customer satisfaction, retention, and long-term product adoption. 

You will also help reduce future support requests by equipping customers with self-service tools, documentation, and community resources. By the end of the onboarding process, customers should understand how to access technical support, what information to provide when submitting requests, and what to expect throughout the support process. 

How You Might Spend Your Day 

Most of your day will be customer calls, ideally about eight hours a day. 

Conduct onboarding calls via Zoom, walking customers through product configuration, best practices, and initial use cases relevant to their environment. 

Identify and escalate complex technical issues to the Solutions Engineering team, providing clear context on the customer environment and the issue at hand. 

Capture and relay customer feedback to help improve onboarding plans, templates, and the overall customer experience. 

Maintain working knowledge of the client's product and other products, including key differentiators versus competitive solutions like NinjaOne, Action1, Intune, and SCCM. 

Collaborate with a distributed, multi-location team to share knowledge and keep customers moving forward. 

What We’re Looking For Must Have (Required) 

Proven experience as a System Administrator or in a similar hands-on IT role, with direct use of endpoint management software for on-premises and remote environments. 

Strong working knowledge of Active Directory, DNS, GPOs, Windows administration, networking, and credential management. 

Experience in a customer-facing onboarding or technical support role. 

Experience with endpoint management tools such as NinjaOne, Action1, Intune, SCCM, PDQ Deploy, PDQ Inventory, PDQ Connect or SmartDeploy. 

Fluent English, written and verbal, with good communication skills, sufficient to lead technical onboarding sessions with US-based customers. 

Emotional intelligence: You stay calm and address problems steadily, including when customers are frustrated. 

Ability to manage multiple customer engagements simultaneously and work independently in a remote environment. 

Nice to Have (Not Required) 

Familiarity with agent-based remote device management in cloud environments. 

Direct experience with one or more endpoint management products. 

Exposure to ticketing or CRM systems used in a support workflow. 

Mac device enterprise support and management. 

Who You Are 

Strong problem-solving and critical-thinking skills. 

Adaptability and comfort working in evolving environments. 

Attention to detail and a commitment to delivering quality work. 

Curiosity, initiative, and a continuous learning mindset. 

Good communication and relationship-building skills. 

Compensation 

Hourly Rate: USD 13.00 - 16.00 per hour. The final hourly rate will be determined based on the candidate's qualifications, relevant experience, and technical expertise. 

Equal Opportunity 

Our client is proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law.