Security Support Engineer

Summary

The Security, Engineering & Analytics team at Apple is seeking a technical Security Support Engineer to join their group. This role involves investigating account security and privacy data concerns, analyzing fraud trends, and collaborating with engineering teams to initiate necessary investigations. The ideal candidate will be a self-motivated individual with strong technical and communication skills, capable of thriving in a team-oriented environment.

Description

As a Security Support Engineer, you will serve 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. This involves close collaboration with various Engineering entities, Operations, Readiness, and applicable cross-functional teams throughout the product development, launch, and support phases. A key responsibility will be investigating security and privacy-related bugs, vulnerabilities, and providing comprehensive risk assessments.

You will also ensure that Support organizations are equipped with the necessary technology and knowledge to deliver New Product Introduction (NPI) support. This includes closely monitoring top support issues and drivers post-launch, identifying gaps across all Support tiers globally in support tools and resources. The role requires reviewing server-side logs and analytic data to verify intrusion, breach, or signs of digital asset compromise, alongside identifying trends in fraud, abuse, or gaps within the support experience.

Part of your mission will be educating cross-functional teams about Apple's security features, potential risks, and vulnerabilities within the New Product Security space. An extensive understanding of all Apple products, particularly Apple’s online services and basic security procedural implementations, is crucial.

You will investigate fraud and security-related escalations from iCloud or Support Engineering that may be associated with Apple Account, iCloud, or related services. Additionally, you will respond to a subset of technical support tickets from internal Security, Privacy & Support teams worldwide, delivering immediate workarounds, resolutions, and driving root cause bug fixes. Analyzing data and trends to identify opportunities for improving the overall customer experience and support for iCloud is also a core task. This role involves working closely with Apple's Support organizations, QA, Engineering, Fraud, Data Scientists, Systems Admins, and Developers to implement recommended changes based on analysis.

Minimum Qualifications

• Technical Associate's 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 quantitative and qualitative analytical skills are required
• Adaptive interaction and impeccable communication with people of diverse technical proficiencies

Preferred Qualifications

• 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 possesses 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 (GDPR), Digital Services Act (DSA), Digital Markets Act (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

Key skills/competency

• Account Security
• Data Privacy
• Fraud Investigation
• Technical Support
• Cloud Infrastructure
• iOS/macOS Ecosystem
• Vulnerability Assessment
• Risk Management
• Incident Response
• Log Analysis