Mac Escalation Engineer - AI-Driven Production Support

JPMorgan Chase & Co.; Jersey City (NJ); Remote; USD 85,000 - 120,000; Full time

Job summary

JPMorgan Chase & Co. is seeking a Technology Support III to ensure stability, availability, and performance of production application flows. You will troubleshoot, maintain, and upscale systems while driving continuous improvement across internal and external platforms.

You will use AI-assisted capabilities for incident triage, monitor production environments, and collaborate with stakeholders to deliver reliable technology services at scale.

Qualifications

• 3+ years of experience troubleshooting, resolving, and maintaining IT services.
• Experience using enterprise AI capabilities to support production workflows with strong validation.
• Ability to review AI-assisted incident recommendations before action and escalate when needed.
• Hands-on Desktop Support with macOS engineering experience.

Responsibilities

• Provide end-to-end application or infrastructure service delivery for operational stability.
• Monitor production environments, identify anomalies, and escalate as needed with solutions.
• Assist in incident, problem, and change management for full-stack systems.
• Apply AI-assisted practices to identify recurring interruptions and support remediation.

Skills

Desktop Support

macOS Engineering

AI Incident Triage

Networking & VPN

ITIL Awareness

Tools

Jamf

Workspace ONE

Citrix Workspace

Splunk

Job description

JPMorgan Chase & Co. is seeking a Technology Support III to ensure stability, availability, and performance of production application flows. You will troubleshoot, maintain, and upscale systems while driving continuous improvement across internal and external platforms.

You will use AI-assisted capabilities for incident triage, monitor production environments, and collaborate with stakeholders to deliver reliable technology services at scale.