Senior Enterprise Tech Support Engineer - macOS/iOS

Apple Inc.; Elk Grove (CA); Presencial; USD 140.000 - 190.000; Jornada completa

Descripción de la vacante

Apple Inc. in Austin, TX is seeking a Senior Enterprise Technical Support Engineer to join the AppleCare Enterprise Services Product Support Engineering group.

You will provide escalation support, mentoring, and guidance to Enterprise Customer Support Engineers, with occasional on-site visits to ACES Enterprise locations. The ideal candidate has 10+ years of related industry experience, deep knowledge of macOS and iOS, and strong diagnostic and communication skills.

Formación

• Excellent communication skills and ability to adapt style to the audience.
• Ability to work well on a team while taking individual responsibility.
• Strong diagnostic skills and problem-solving能力 to isolate issues.
• Deep knowledge of macOS and iOS operations and core technologies.
• Solid understanding of networking, deployments, and enterprise-class solutions.
• Ability to create, understand, and implement test plans.

Responsabilidades

• Provide escalation support for Enterprise Customer Support Engineers.
• Mentor and train support staff, including one-on-one coaching.
• Diagnose high-performing systems and collaborate with internal teams.
• Collaborate with Sales, Readiness, and Software Engineering to resolve issues.
• Lead information exchange and coordinate testing efforts.
• Reproduce customer issues and drive to engineering resolutions.
• Travel domestically or internationally as needed for critical issues.

Conocimientos

Communication skills

Team collaboration

Troubleshooting

macOS/iOS expertise

Networking

Test planning

Descripción del empleo

Apple Inc. in Austin, TX is seeking a Senior Enterprise Technical Support Engineer to join the AppleCare Enterprise Services Product Support Engineering group.

You will provide escalation support, mentoring, and guidance to Enterprise Customer Support Engineers, with occasional on-site visits to ACES Enterprise locations. The ideal candidate has 10+ years of related industry experience, deep knowledge of macOS and iOS, and strong diagnostic and communication skills.