Technology III - Escalation Mac Support Engineer

Job Title:Solutions Engineering Escalation Mac Support Engineer

We’re seeking an experienced Escalation Mac Support Engineer to provide advanced (L3) macOS support and drive enterprise-scale MDM administration for a 10,000+ Mac environment. You’ll serve as the go-to escalation point for complex issues, lead incident resolution under pressure, and build scalable solutions that improve reliability, security, and user experience. This role is ideal for a self-starter who thrives in autonomy, enjoys digging into root causes, and wants room for growth in engineering and automation.

VDI, Citrix, and Windows skills are a plus.

• Act as L3 escalation for macOS incidents and problems, owning high-severity issues through resolution and root-cause analysis.
• Administer and optimize MDM at scale:
• Build and maintain scripts and automation to reduce toil, accelerate remediation, and improve telemetry.
• Partner with Security, Networking, and Service Desk teams to standardize solutions, publish knowledge, and uplift L1/L2 capabilities.
• Monitor fleet health, report on KPIs (compliance, patch levels, incident trends), and drive continuous improvements.
• Collaborate on cross-platform issues; support VDI and Citrix environments as needed; interface with Windows teams for interoperability.
• Create high-quality documentation, runbooks, and change records; contribute to change/release processes.

• 5+ years hands-on Desktop Support and macOS engineering experience.
• 5+ years MDM administration (Jamf, Work Space One ) with proven delivery in a large enterprise (10,000+ Macs).
• Deep knowledge of macOS and Apple ecosystem at scale: ABM/Automated Device Enrollment, VPP, MDM, configuration profiles, policy frameworks.
• Strong troubleshooting across networking, Wi‑Fi, VPN, identity/SSO, certificates, and endpoint security.
• Demonstrated ability to work independently, prioritize effectively, and perform under pressure with clear, calm communication.
• Excellent stakeholder engagement skills and a track record of cross-functional collaboration.

• VDI and Citrix support/administration experience (e.g., Citrix Workspace, Virtual Apps and Desktops).
• Windows desktop fundamentals and cross-platform interoperability; exposure to Intune or similar.
• Experience with endpoint security tooling (e.g., Crowdstrike, EDR), vulnerability remediation, and CIS-aligned hardening.
• CI/CD and version control for configuration-as-code (e.g., Git), packaging pipelines, and testing frameworks.
• Experience with monitoring/logging platforms (e.g., Splunk) and data-driven operations.

• Self-starter mindset with high ownership and bias for action.
• Advanced problem-solving and systematic debugging in time-sensitive scenarios.
• Strong written documentation and runbook creation.
• Customer-centric approach with an emphasis on reliability and usability.
• Growth mindset with interest in engineering, automation, and leadership opportunities.

• Impact at enterprise scale with the autonomy to shape standards and automation.
• Clear advancement paths into engineering, architecture, or leadership tracks.
• A collaborative, high-performing team focused on continuous improvement.

• Work schedule:
  
  Standard hours with occasional after-hours or on-call participation for critical incidents.