Production Support Engineer, Employee Experience & Productivity

Production Support Engineer, Employee Experience & Productivity

The IS&T Services Technology team is responsible for the technology strategy, delivery, and sustainment of IT systems that power Apple's Services organization. The team ensures technology and business strategies remain tightly aligned through cross-functional partnerships, knowledge of industry trends, and familiarity with the broader Apple technology landscape. Members work closely with leadership, business stakeholders, engineers, vendors, information security, and others to deliver a technology ecosystem that meets the demands of a high-growth organization.

Description

We are looking for a Production Support Engineer to join our team. The role primarily provides technical support to various individuals within the features and television production environments, while also supporting broader media creation efforts across Apple. This includes supporting hardware and software solutions, troubleshooting issues, and ensuring seamless operations. A key part of the role is enabling and supporting end-to-end content creation workflows, ensuring that creative teams have the tools and technology they need to work efficiently and without interruption. This is a very fast-paced and highly demanding technical support environment that requires strong technical skills, attention to detail, and the ability to work collaboratively with various teams. If you have a strong commitment to customer success and a passion for making the production process easier through technology, this position is for you.

Responsibilities

• Provide Tier 1-2 technical support for hardware, software, processes, and systems across production and media creation environments, diagnosing and troubleshooting issues to ensure seamless operations and data integrity both in-person and remotely.
• Utilize help desk software to prioritize, track, and coordinate incoming requests, ensuring timely resolution and clear communication with end users.
• Support and maintain content creation workflows, ensuring creative teams have uninterrupted access to the tools and systems they need.
• Foster strong relationships with Apple Studios production teams, broader media creation teams, and IS&T departments across Apple to facilitate effective collaboration and communication across multiple concurrent productions and projects.
• Create an exemplary customer service experience by responding to requests with urgency, professionalism, and a solutions-oriented mindset.
• Stay informed about emerging technologies, industry trends, and best practices relevant to media production and content creation to continuously improve the support experience.

Minimum Qualifications

• Bachelor's degree in an Engineering field or equivalent experience.
• 3+ years supporting media production workflows, including familiarity with industry-standard tools and software used in film, television, or other media production environments.
• 3+ years supporting the Mac product line, including macOS, iOS, and Windows operating systems, as well as other computing devices.
• 3+ experience administrating network storage solutions including NAS and SAN systems such as Jellyfish, QNAP, Quantum, Dell Isilon, and G-RAID.
• 3+ years experience with IP networking and general network security concepts, such as TCP/IP, IPv4, Layer 2, Layer 3, and VLAN fundamentals.

Preferred Qualifications

• Experience in a technical support or IT engineering role, preferably within a media, entertainment, or content creation environment.
• Experience supporting macOS and Apple hardware in a professional setting.
• Experience supporting media production workflows in a professional environment.
• Experience working with and supporting cross-functional teams across a large, complex organization.
• Experience using help desk or ITSM ticketing systems such as Zendesk or ServiceNow.
• Resourceful and adept at troubleshooting complex issues across diverse technical environments.
• Strong understanding of IT security best practices and the ability to apply them within a production environment.
• Excellent written and verbal communication skills, with the ability to bridge communication and coordinate work across diverse teams. Thrives in a fast-paced, ever-changing environment with multiple concurrent priorities.

Pay & Benefits

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $134,800 and $245,800, and your base pay will depend on your skills, qualifications, experience, and location. Apple employees also have the opportunity to become an Apple shareholder through participation in Apple's discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple's Employee Stock Purchase Plan. You'll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits. Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program. Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote 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. Apple accepts applications to this posting on an ongoing basis.