Security Support Engineer

Apple•Austin, TX

21h

About The Position

Serving as the directly responsible individual / overseeing the end-to-end engineering support experience worldwide for one or more iCloud, Apple Account, Security and feature-sets including related services. Working closely with varying Engineering entities, Operations, Readiness and applicable cross-functional teams throughout product development, launch and support. This Directly Responsible Individual will also be responsible for investigating security & privacy related bugs, vulnerabilities and providing risk assessments. This engineer will also be responsible for ensuring Support organizations are equipped with the technology and knowledge necessary to deliver NPI. Closely monitoring related top support issues and drivers after product launch, identifying gaps across all Support tiers worldwide in support tools / resources needed to better support the new features. Reviewing server side logs and analytic data to verify intrusion, breach or signs of digital asset compromise. The capability to identify trends in fraud, abuse or gaps within the support experience is needed. Educating cross-functional teams about Apple’s security features, risks & vulnerabilities within the New Product Security space. Extensive understanding of all Apple products, in particular Apple’s online services and basic security procedural implementations. Investigating fraud and security related escalations from iCloud or Support Engineering that may be associated with Apple Account iCloud or related services. Responding to a subset of technical support tickets from internal Security, Privacy & Support teams worldwide, while delivering immediate workaround, resolutions and driving root cause bug fixes. Analyzing data and trends to identify opportunities for improving the overall customer experience and support for iCloud. Working closely with Apple's Support organizations, QA, Engineering, Fraud, Data Scientists, Systems Admins, and Developers to implement our analysis' recommended changes.

Requirements

Technical Associates Degree and/or 5-6 years of related technical support experience is required
Capability to travel internationally for business as needed
Willingness and ability to participate in rotational on-call schedule
Advanced technical knowledge of Mac OS, iOS, TVOS, Watch OS & Vision Pro
Strong technical acumen regarding cloud infrastructure
Previous experience in customer facing security features and associated investigations is preferred
Knowledgeable of industry standard account security procedures & practices
Relevant experience in Technical or Support Engineering, asset protection security, privacy regulatory knowledge or Help Desk Support.
Demonstrated ability to manage a dynamic queue & pivot responsibilities within strict deadlines
The ability to properly isolate, diagnose and troubleshoot complex Apple Account, Security & Privacy related issues.
Strong quantitate and qualitative analytical skills are required.
Adaptive interaction and impeccable communication with people of diverse technical proficiencies

Nice To Haves

Computer Science or Information Security degree is preferred
Ability to identify unique communication strategies related to consumer facing portals and information dissemination
Adaptable to a high-paced and dynamic work environment
Self motivated individual whom posses the ability to work with minimal supervision
The ability to work with global cross functional teams in remote locations
Excellent organizational & presentation skills required
Demonstrated ability to properly isolate, diagnose, and troubleshoot complex account systems or cloud-computing services.
An acute understanding of all Apple products, especially Apple’s online services, and internet businesses including general knowledge of web technologies.
Knowledge of General Data Protection Regulations, DSA, DMA or previous experience in security, privacy, risk management, pen testing, project management or related experience is a plus.
Proficiencies in languages outside of English are a plus as well.

Responsibilities

Serving as the directly responsible individual / overseeing the end-to-end engineering support experience worldwide for one or more iCloud, Apple Account, Security and feature-sets including related services.
Working closely with varying Engineering entities, Operations, Readiness and applicable cross-functional teams throughout product development, launch and support.
Investigating security & privacy related bugs, vulnerabilities and providing risk assessments.
Ensuring Support organizations are equipped with the technology and knowledge necessary to deliver NPI.
Closely monitoring related top support issues and drivers after product launch, identifying gaps across all Support tiers worldwide in support tools / resources needed to better support the new features.
Reviewing server side logs and analytic data to verify intrusion, breach or signs of digital asset compromise.
Identifying trends in fraud, abuse or gaps within the support experience.
Educating cross-functional teams about Apple’s security features, risks & vulnerabilities within the New Product Security space.
Investigating fraud and security related escalations from iCloud or Support Engineering that may be associated with Apple Account iCloud or related services.
Responding to a subset of technical support tickets from internal Security, Privacy & Support teams worldwide, while delivering immediate workaround, resolutions and driving root cause bug fixes.
Analyzing data and trends to identify opportunities for improving the overall customer experience and support for iCloud.
Working closely with Apple's Support organizations, QA, Engineering, Fraud, Data Scientists, Systems Admins, and Developers to implement our analysis' recommended changes.