Senior Enterprise Tech Support Engineer (macOS/iOS)

Apple, Inc.; Austin (TX); On-site; USD 140,000 - 190,000; Full time

Job summary

Apple Inc. is seeking a Senior Enterprise Technical Support Engineer in Austin, TX. You will join the ACES Core OS Technology Group and provide escalation support, mentoring, and guidance for Enterprise Customer Support Engineers, with occasional on-site visits.

You will diagnose complex issues, collaborate with Sales, Readiness, and Software Engineering, and mentor staff while driving improvements in core OS technologies and deployments for Apple products.

Qualifications

• 10+ years of related industry experience.
• Ability to create, understand, and implement test plans.
• Explain how products should work and identify what isn’t working.
• Excellent communication skills tailored to the audience.
• Judgement in selecting technologies for Enterprise class solutions.
• Strong teamwork with individual initiative and high work ethic.
• Ability to capture information and solve complex problems.
• Experience collaborating across Apple organizations.
• Strong enterprise-focused customer-facing skills.
• Knowledge of Core OS technologies (memory management, authentication, installation and software update, device panics, certificates, SMB/CIFS, APFS).
• Willingness to travel domestically or internationally; occasional after-hours support.

Responsibilities

• Provide solutions to technical problems for system admins deploying macOS/iOS servers.
• Create and maintain technical resource documents; mentor and train staff.
• Diagnose high-performing systems with internal teams.
• Collaborate with Sales, Readiness, and Software Engineering to resolve complex issues.
• Escalate to the right expert when needed.
• Monitor feature updates and bug fixes.
• Identify development opportunities within ACES.
• Mentor colleagues and contribute to their development.
• Tackle unfamiliar areas and drive to resolution.
• Lead information exchange for testing and knowledge sharing.
• Reproduce customer issues by isolating core steps to speed resolutions.

Skills

10+ years experience

Test plan creation

Excellent communication

Enterprise troubleshooting

Cross-functional collaboration

Problem solving

Team player

Core OS knowledge

macOS/iOS expertise

Customer-facing skills

Job description

Apple Inc. is seeking a Senior Enterprise Technical Support Engineer in Austin, TX. You will join the ACES Core OS Technology Group and provide escalation support, mentoring, and guidance for Enterprise Customer Support Engineers, with occasional on-site visits.

You will diagnose complex issues, collaborate with Sales, Readiness, and Software Engineering, and mentor staff while driving improvements in core OS technologies and deployments for Apple products.