Job Description

Locations

• Austin, Texas, United States 78727

Salary

Skills Required

• strong technical skillsintermediate
• strong communication skillsintermediate
• thrive in a team environmentintermediate
• investigating account security concernsintermediate
• investigating privacy data concernsintermediate
• investigating fraud trendsintermediate
• initiating investigationsintermediate
• overseeing end-to-end engineering supportintermediate
• investigating security & privacy related bugsintermediate
• investigating vulnerabilitiesintermediate
• providing risk assessmentsintermediate
• ensuring Support organizations are equipped with technology and knowledgeintermediate
• monitoring top support issuesintermediate
• identifying gaps in support tools / resourcesintermediate
• reviewing server side logsintermediate
• analyzing analytic dataintermediate
• verifying intrusionintermediate
• verifying breachintermediate
• verifying signs of digital asset compromiseintermediate
• identifying trends in fraudintermediate
• identifying trends in abuseintermediate
• identifying gaps within the support experienceintermediate
• educating cross-functional teams about security featuresintermediate
• educating cross-functional teams about risksintermediate
• educating cross-functional teams about vulnerabilitiesintermediate
• extensive understanding of Apple productsintermediate
• extensive understanding of Apple’s online servicesintermediate
• basic security procedural implementationsintermediate
• investigating fraud and security related escalationsintermediate
• responding to technical support ticketsintermediate
• delivering immediate workaroundintermediate
• delivering resolutionsintermediate
• driving root cause bug fixesintermediate
• analyzing data and trendsintermediate
• identifying opportunities for improving customer experienceintermediate
• working closely with Support organizationsintermediate
• working closely with QAintermediate
• working closely with Engineeringintermediate
• working closely with Fraudintermediate
• working closely with Data Scientistsintermediate
• working closely with Systems Adminsintermediate
• working closely with Developersintermediate
• implementing analysis recommended changesintermediate

Required Qualifications

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

Preferred Qualifications

• Computer Science or Information Security degree is preferred (degree in information security degree is preferred)
• Ability to identify unique communication strategies related to consumer facing portals and information dissemination (experience)
• Adaptable to a high-paced and dynamic work environment (experience)
• Self motivated individual whom posses the ability to work with minimal supervision (experience)
• The ability to work with global cross functional teams in remote locations (experience)
• Excellent organizational & presentation skills required (experience)
• Additional Requirements: (experience)
• 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. (experience)

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. 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.

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