Senior Enterprise Technical Support Engineer

Apple; 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

Senior Enterprise Technical Support Engineer

Austin, Texas, United States Support and Service

Imagine what you could do here. At Apple, great new ideas have a way of becomingphenomenal products, services, and customer experiences very quickly. Bring passionand dedication to your job and there's no telling what you could accomplish!We are strengthening our team, and we are seeking an exceptional Enterprise TechnicalSupport Engineer. We feature a dynamic environment with creative, hard-workingpeople and groundbreaking technologies. Join us and make a difference.In this exciting position you will be part of the AppleCare Enterprise Services (ACES) Core OS Technology Group. You’ll provide escalation support, mentoring, and guidance, for Enterprise Customer Support Engineers. This position will include occasional advanced technical assistance via telephone, e-mail, or on-site visits to ACES Enterprise customers and AppleCare Enterprise locations.

Description

We are looking for a Senior Enterprise Technical Support Engineer who is self-motivated, has great diagnostic instincts, and enjoys working cross functionally. Youare a strong advocate for customer satisfaction and have deep knowledge of macOSand iOS operations and design, with a strong technical foundation in troubleshootingtheory and practice. You have solid experience with Apple developed applications anda deep understanding of core technologies, networking, and deployments.

Responsibilities

• You will be tasked with providing solutions to technical problems for system administrators deploying, managing, and integrating server platforms or networks based on macOS and iOS devices.
• You will assist in the creation and maintenance of technical resource documents and will be responsible for knowledge transfer to other support staff, including mentoring and training, both to groups and one-on-one.
• Diagnose high-performing systems from the ground up, working in close partnership with various internal teams.
• Collaborate with other teams, including Sales, Readiness, and Software Engineering, to investigate and resolve complex issues impacting Apple products.
• Know when the resolution is asking someone else, and seek out who that someone is.
• Continuous monitoring of feature updates and bug fixes.
• Identify development opportunities, both for individuals and teams, in the AppleCare Enterprise Services organization.
• Be a mentor and contribute to their ongoing development.
• Take on challenges in unfamiliar areas and drive to a resolution.
• Leading information exchange: gather groups of people together for testing and information exchange.
• Reproduction of customer issues: isolating them to their core reproduction steps to expedite resolution from engineering.

Minimum Qualifications

• 10+ years of related industry experience
• The ability to create, understand, and implement test plans
• Understand how products should work and be able to explain simply what isn’t working
• Demonstrate excellent communication skills, and adapt you communication style to the audience
• Possess keen judgement in selecting technologies and understanding the right solution for Enterprise class solutions.
• Ability to work well on a team, at the same time demonstrating individual responsibility and unmatched work ethic
• Ability to capture information and solve complex problems
• Driven to develop and use professional relationships across Apple organizations
• Track record of successful collaboration with and influencing of development
• Excellent Enterprise class customer-facing skills
• Knowledge of Declarative Management, App Attestation, Content Caching, Single Sign-On (SSO) and Platform SSO, Enterprise Cloud Services
• Possess deep knowledge of foundational Core OS technologies such as:
• Memory Management
• Authentication, Directory & Identity Management Services
• Installation and Software Update
• Device panics and crashes
• Certificates and Security postures
• File-sharing protocols such as SMB/CIFS
• macOS and iOS storage layouts (APFS)
• This position may require occasional domestic or international travel, as well as availability during evenings and weekends to support critical customer issues

Preferred Qualifications

• Ability to see past the question and understand the underlying need. Know when it’s necessary to address the actual need instead of just answering the question.

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

At Apple, we believe accessibility is a fundamental human right. You’ll find that idea reflected in everything here — in our culture, our benefits and our digital tools. By welcoming as many perspectives as possible, we help you build a career where you feel like you belong.

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Apple accepts applications to this posting on an ongoing basis.