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.


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