Apple AR/VR Job | Security Support Specialist
Job（岗位）: Security Support Specialist
Citys（岗位城市）: Austin, Texas, United States
Date（发布日期）: 2025-1-18
Summary（岗位介绍）
Apple Information Security (AIS) develops services, systems, and tools that proactively mitigate security risks faced by Apple and our customers. Security is woven into the fabric of everything we do. We empower teams across the company, ensuring they innovate and create with security and privacy as a priority. AIS accomplishes this mission by leveraging data to drive security outcomes, pioneering security best practices and protocols, and enabling Apple and our partners to think about security holistically. As a result, we safeguard our business partners data and retain their trust.
Apple is looking a customer support specialist to contribute to a frontline customer service function for AIS. Engaging with our security experts, you’ll handle various information security inquiries and liaise with security teams across the organization. The ideal candidate will have experience with customer support programs at scale, collaborating with domain experts from different organizations, and driving change through multiple mechanisms of communication. Also key for this role is building automated and repeatable processes to drive and track the impact of campaigns back to the security posture of Apple.
Valuable skills for this position include customer service, research, writing, knowledge base building, and diligent follow-up. To excel in this role, strong writing, grammar, and critical thinking skills are also essential, ensuring effective communication and accurate problem-solving for all Information Security-related queries.
Qualifications（岗位要求）
3+ Customer service experience
2+ Experience triaging information and responding to large volumes of inquires
Strong problem solving and analytical thinking skills
Ability to synthesize information from multiple sources to provide customized responses tailored towards specific questions
Experience making data driven decisions
2+ years experience in Jira
2+ years experience in a Security space
Very strong written communication skills and ability to create and update program documentation
Description（岗位职责）
As the Customer Support Specialist you will:
*Execute multiple customer service inquiries simultaneously
*Track SLAs against the inquiries in Jira
*Develop partnerships with security subject matter experts and teams across Apple
*Contribute ideas to automate issue the identification process
*Contributing to the development of a comprehensive knowledge base for consistent responses
Additional Requirements（额外要求）
Bachelor’s Degree or 3+ years equivalent work experience
