Technology Support III - Escalation Mac Support Engineer

Job description

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. - Collabor...