Security Support Specialist

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.

Description

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

Minimum Qualifications

• 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

Preferred Qualifications

• Bachelor’s Degree or 3+ years equivalent work experience

• Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.

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