Senior macOS Support Engineer – Support Queue Lead

*About the role* MacPlus is looking for an experienced macOS support engineer to manage our client-support queue and become a trusted technical resource for both our clients and internal team. This is not an entry-level help-desk position. We are not looking for someone whose Mac experience is limited to password resets, software installation, basic setup, or following scripted troubleshooting steps. We need a genuine Mac support professional who can independently diagnose unusual macOS problems, protect important client data, conduct advanced remote troubleshooting, and take ownership of issues through final resolution. The primary focus will be managing our remote support queue. You will receive incoming support requests, assess urgency and impact, resolve issues remotely whenever possible, communicate clearly with clients, and ensure every ticket continues moving until it is complete. When a problem requires an on-site visit, you will gather the necessary information and coordinate a clean handoff to our field team. This position may occasionally include on-site work throughout the Austin area, particularly when an issue is better handled in person or the field team needs additional coverage. *What you’ll do:* *Advanced Mac support* * Diagnose and resolve complex macOS problems involving startup, performance, storage, applications, permissions, user accounts, backups, synchronization, networking, and unexpected system behavior. * Troubleshoot within macOS Recovery, Safe Mode, Disk Utility, system and user Library folders, LaunchAgents, LaunchDaemons, Terminal, Console, and other appropriate diagnostic tools. * Determine whether a problem is tied to the user account, application, operating system, storage device, network, service provider, or hardware. * Protect client data and use the least-invasive reasonable troubleshooting approach. * Support Mac migrations, upgrades, replacements, backups, recovery work, and new-device deployments. * Assist with iPhones, iPads, Apple TVs, Apple Business Manager, and Apple-focused device-management platforms. *Support queue ownership* * Monitor, triage, prioritize, and manage incoming client-support requests. * Resolve as many requests remotely as practical without sacrificing quality or client experience. * Take ownership of tickets from the initial request through final resolution. * Identify urgent or business-critical issues and respond appropriately. * Keep clients informed, set clear expectations, and follow up proactively. * Maintain accurate, timely, and client-appropriate documentation. * Escalate thoughtfully when another team member, vendor, on-site visit, or specialized resource is required. * Ensure that unresolved tickets, promised follow-ups, equipment needs, and client questions do not fall through the cracks. * Help maintain order and service quality when the queue becomes busy. *Remote access and creative troubleshooting* * Use multiple remote-access methods to reach and support client Macs. * Troubleshoot remote-access failures and determine safe alternative ways to connect when the primary method is unavailable. * Work comfortably with VNC, Screen Sharing, VPNs, ZeroTier or similar overlay networks, UniFi Teleport, SSH-based access, and client-assisted remote-support tools. * Understand the security implications of remote access and avoid leaving unnecessary services exposed. * Think creatively and methodically when the usual remote-access path is unavailable, while protecting the client’s security and data. *Networking and related technology* * Diagnose connectivity problems involving TCP/IP, DNS, DHCP, Wi-Fi, switching, VLANs, VPNs, firewalls, and internet service. * Distinguish between a Mac problem, local-network problem, internet-provider issue, and cloud-service failure. * Administer and troubleshoot UniFi networks, including gateways, switches, access points, VLANs, firewall policies, VPNs, and connected devices. * Use remote network access to diagnose systems and services at client locations. * Support related client technology including Google Workspace, Synology, Sonos, Toast POS, Zoom Rooms, printers, conference-room systems, and other connected equipment. *Client and team communication* * Provide patient, calm, and professional support to residential clients, executives, businesses, creative teams, restaurants, and hospitality organizations. * Explain technical issues clearly without overwhelming or blaming the client. * Coordinate on-site visits by gathering relevant details, documenting work already performed, and preparing the field technician for a productive appointment. * Collaborate actively with the MacPlus team through Slack. * Share knowledge, improve internal documentation, and help strengthen support procedures. * Recognize when to continue troubleshooting, conduct additional research, ask for assistance, or escalate. *Required experience* * Significant professional experience supporting macOS as a primary platform. * Advanced macOS troubleshooting ability beyond routine Tier 1 support. * Strong knowledge of macOS accounts, permissions, FileVault, APFS, Recovery, Safe Mode, Disk Utility, system and user Library folders, LaunchAgents, LaunchDaemons, Terminal, and common causes of startup or performance problems. * Experience safely troubleshooting Macs containing important or irreplaceable client data. * Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi, VLANs, VPNs, switching, and firewalls. * Experience administering or deeply troubleshooting UniFi networks is strongly preferred. * Experience using and troubleshooting multiple remote-access methods. * Ability to manage a fast-moving support queue while maintaining accurate documentation and proactive client communication. * Strong written communication and the ability to compose clear, professional client emails. * Sound technical judgment and a strong ownership mentality. * Ability to work independently without becoming isolated from the team. * Ability to remain calm, organized, and responsive when several urgent requests arrive at once. * Availability during normal Monday–Friday business hours, with occasional after-hours availability for genuine client emergencies. * Valid driver’s license and reliable transportation for occasional on-site work in the Austin area. *Strongly preferred* * Apple Device Support or Apple Deployment and Management certification. * Professional experience with Apple Business Manager and an Apple-focused MDM platform. * UniFi Network administration, design, or certification. * Google Workspace administration. * Experience with Synology, Sonos, Toast, Zoom Rooms, conference-room AV, and executive support. * Previous consulting, managed-services, or multi-client support experience. * Experience serving as a senior escalation resource or mentoring other technicians. *The person we’re looking for* You are probably the person coworkers contact when a Mac problem becomes strange or the normal troubleshooting steps stop working. You do not immediately erase a Mac, delete files, or make risky changes without understanding the consequences. You know how to isolate a problem, protect the client’s data, research unfamiliar behavior, and test possible solutions methodically. You are comfortable taking control of a busy support queue. You communicate early, document carefully, follow up without being reminded, and do not consider an issue complete simply because you sent the client one response. When remote access fails, you do not simply tell the client that you cannot connect. You evaluate the available network, VPN, screen-sharing, command-line, and client-assisted options and find a safe, practical path forward. Above all, you take ownership and provide the thoughtful, highly personal level of service our clients expect. *About MacPlus* MacPlus is a boutique Apple-focused consulting company supporting approximately 400 clients. Our work spans Macs, Apple devices, networks, cameras, cloud services, conference rooms, AV systems, restaurants, hospitality environments, and residential technology. We are a small, collaborative team that values technical depth, curiosity, good judgment, clear communication, and doing the work correctly. The position can be fast-paced at times, but no one is expected to operate alone—the team actively shares information and helps one another solve difficult problems. Pay: $70,000.00 - $90,000.00 per year Benefits: * 401(k) * 401(k) matching * Dental insurance * Employee discount * Health insurance * Health savings account * Paid time off * Professional development assistance * Retirement plan * Vision insurance Work Location: Hybrid remote in Austin, TX 78704