Systems Engineer – macOS & AI Operations

About Briviant

Briviant Inc. is a rapidly growing technology company delivering cloud infrastructure and AI-powered solutions to customers around the world. We are seeking a Systems Engineer – macOS & AI Operations to join our Infrastructure team.

This role combines traditional macOS systems administration with modern AI operations. You'll provide Level 1 and Level 2 technical support while helping improve and train our internal AI support systems. The ideal candidate enjoys solving technical problems, improving operational processes, and leveraging AI to deliver exceptional customer support.

This is an excellent opportunity for someone who wants to build expertise in both systems engineering and artificial intelligence.

This position is remote within the State of California. Employees must maintain an approved work location.

Position Summary

As a Systems Engineer, you'll support our hosted macOS infrastructure and customer environments while contributing to the development and continuous improvement of AI-powered support tools.

You'll troubleshoot customer issues, administer macOS systems, maintain technical documentation, evaluate AI-generated responses, and help improve our AI knowledge base and automated support workflows.

Success in this role requires strong technical troubleshooting skills, excellent customer communication, and a passion for continuous improvement.

Responsibilities

macOS Systems Administration

• Provide Level 1 and Level 2 technical support for hosted macOS environments.
• Troubleshoot hardware, software, networking, virtualization, and operating system issues.
• Configure, deploy, monitor, and maintain macOS servers and workstations.
• Manage user accounts, permissions, software installations, and system updates.
• Monitor infrastructure health and proactively resolve issues before customer impact.
• Perform root cause analysis for recurring technical issues.
• Document resolutions and maintain accurate technical documentation.

Customer Support

• Manage technical support tickets through completion while maintaining excellent customer communication.
• Troubleshoot issues remotely using remote administration tools.
• Escalate complex technical issues when appropriate.
• Meet established service level objectives for response and resolution times.

AI Operations

• Train and improve internal AI support systems using real-world support cases.
• Review and validate AI-generated responses for technical accuracy and completeness.
• Create and maintain AI knowledge base content and technical documentation.
• Identify recurring support trends to improve AI performance.
• Test new AI workflows, prompts, and support automations before deployment.
• Recommend improvements to AI-assisted customer support processes.

Process Improvement

• Identify opportunities to automate repetitive operational tasks.
• Create and maintain standard operating procedures and technical documentation.
• Collaborate with engineering teams to improve internal support tools.
• Evaluate emerging technologies that improve infrastructure management and customer experience.

Qualifications

• 2–4 years of strong experience supporting macOS environments in a technical support or systems administration role.
• Strong troubleshooting skills across macOS, networking, and desktop applications.
• Experience using ticketing platforms such as Freshdesk, Zendesk, or similar.
• Experience with Bash, Python, or PowerShell scripting.
• Familiarity with AI platforms such as ChatGPT, Claude, Gemini, or Microsoft Copilot.
• Experience evaluating AI-generated content or maintaining technical knowledge bases.
• Exposure to workflow automation tools or API integrations.
• Experience supporting customers in a technical help desk or managed services environment.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities while maintaining exceptional customer service.
• Strong analytical and problem-solving abilities.

Pay: $35.00 - $45.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Vision insurance

Work Location: Hybrid remote in Irvine, CA 92614