Mac Escalation Engineer – AI-Driven Production Support

JPMorgan Chase; Jersey City (NJ); On-site; USD 90,000 - 120,000; Full time

Job summary

JPMorgan Chase & Co. seeks a Technology Support III to ensure operational stability and performance of production application flows.

You will troubleshoot, maintain, and improve services while upholding security and data sensitivity standards. In this role you will lead incident triage, leverage AI-assisted capabilities, and collaborate with teams to resolve production interruptions quickly and effectively.

Qualifications

• 3+ years troubleshooting, resolving, and maintaining IT services.
• Experience using enterprise AI capabilities to support production workflows with validation of outputs.
• Hands-on macOS engineering and desktop support in a large enterprise environment.

Responsibilities

• Provides end-to-end application or infrastructure service delivery and maintains production systems for stability and availability.
• Uses enterprise AI capabilities to speed incident triage and trend analysis while validating outputs and handling sensitive data.
• Monitor production environments for anomalies and escalate issues with standard observability tools while communicating with stakeholders.
• Analyze complex trends to anticipate issues and support incident, problem, and change management across full stack systems.
• Apply reuse-first, AI-assisted practices to identify recurring interruptions and guide remediation aligned with resiliency and security.

Skills

AI-assisted triage

macOS engineering

MDM administration

Apple ecosystem

Networking basics

Observability

ITIL awareness

Security awareness

CI/CD basics

Git/version control

Tools

Jamf

WorkSpace ONE

Citrix Workspace

Intune

CrowdStrike

Splunk

Job description

JPMorgan Chase & Co. seeks a Technology Support III to ensure operational stability and performance of production application flows.

You will troubleshoot, maintain, and improve services while upholding security and data sensitivity standards. In this role you will lead incident triage, leverage AI-assisted capabilities, and collaborate with teams to resolve production interruptions quickly and effectively.