Technology Support III - Escalation Mac Support Engineer

Job Title: Solutions Engineering Escalation Mac Support Engineer

About the Role
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.

What You’ll Do

• 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.

Required Qualifications

• 5+ years hands-on Desktop Support and macOS engineering experience.
• 5+ years MDM administration (Jamf, WorkSpaceOne) 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.

Preferred/Bonus Skills

• 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.

Core Competencies

• 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.

What We Offer

• 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.

Additional Details

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

If you share the passion for building robust, scalable Mac experiences at enterprise scale and enjoy solving hard problems under pressure, we’d love to hear from you.