Apple Client Platform Engineer; Remote

Apple Client Platform Engineer (Remote, US)

Customer experience is more than meeting an SLA.

Our team is passionate about making Apple “just work” for our clients, because we want you to experience the delight of a truly functional technology environment, without the friction of IT getting in the way. We get excited about what we do, and we love sharing that passion with our partners.

Enterprise IT becomes enjoyable again.

We actually love what we do, we take a lot of pride in the quality of our work, and for us, customer experience is paramount. The SLA is not the only metric that drives us. We get deeply invested in finding ways to keep our clients as excited as we are. In an industry that hasn’t changed much in over a decade, we are actively reimagining what clients should expect from technology vendors.

So we want to show off what’s possible -- not just what’s been promised.

We treat all people as if they’re smart and know what's best.

...because our clients are smart, and they do know. We work with clients that inspire us, and whose missions we want to support. That mutual respect results in trusting relationships and productive communication about business pain points and solutions. We won’t hide behind intimidating security-speak and IT jargon. We say what we mean, and mean for clients to understand what we say.

Our clients put their people first - and so do we.

Happy employees create happy customers. Downtime is expensive, and top talent shouldn’t spend entire days downloading apps and setting up workstations. Our clients understand this, and demand the best for their people as a matter of business strategy. We bring a matching sense of purpose and excitement to every client engagement.

You will lead professional services engagements for organizations running Apple t means designing the management platform, building the parts that do not exist yet, and telling the customer the truth about what will and will not work.

• We're a fully remote team across multiple time zones, and we expect you to work well in that environment and be willing to meet in person a few times per year, present at conferences, and be an active member of the team.
• Design, deploy, and hand over Apple management platforms: MDM, identity, patching, security tooling, and the integrations that tie them together.
• Own services engagements end to end in accordance with our company values. You scope the work, plan it, run it, document it, and close it out. We expect you to be able to effectively manage your own time and projects. Our team enjoys this flexibility and autonomy and the responsibility that comes with it.
• Solve the problems that get escalated after everyone else has tried. Packet captures, log spelunking, protocol-level MDM debugging, troubleshooting undocumented behavior in macOS.
• Understand software development concepts: automations, integrations against vendor APIs, custom agents, deployment tooling. We don't expect you to write apps, but it is important to understand the code you're deploying and know how to fix stuff that isn't working.
• Challenge customers when their plan will not survive production. Arguing for a better approach is part of the job, and you have to do it well enough to keep the relationship.
• Run scoping calls. Uncover the business driver behind the request, and then explain what the work will take in plain language.
• Support our small and medium business managed services customers alongside the rest of the Alectrona team.
• Provide technical support and guidance to our managed services customers, including properly recording notes, updating documentation, and resolving tickets within SLA targets.
• Mentor other engineers and colleagues to raise the standards…