Senior Enterprise Technical Support Engineer

Apple Inc.; Austin, Northern (TX, KY); Hybrid; USD 140,000 - 190,000; Full time

Job summary

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

You will provide escalation support, mentorship, and guidance for Enterprise Customer Support Engineers while addressing complex issues affecting Apple products and deployments. The role emphasizes deep knowledge of macOS and iOS, strong diagnostic abilities, and the ability to work cross-functionally with Sales, Readiness, and Software Engineering to deliver

Qualifications

• 10+ years of related industry experience.
• Ability to create, understand, and implement test plans.
• Strong communication and audience-adaptable skills.
• Proven collaboration across Apple organizations and cross-functional teams.
• Knowledge of core OS technologies and Apple platforms.

Responsibilities

• Provide escalation support, mentoring, and guidance for Enterprise Customer Support Engineers.
• Diagnose and resolve issues for macOS and iOS deployments.
• Create and maintain technical resource documents and transfer knowledge to staff.
• Collaborate with Sales, Readiness, and Software Engineering to resolve complex issues.
• Lead information exchange and reproduce customer issues to expedite resolution.
• Travel domestically or internationally as needed.

Skills

10+ years experience

Excellent communication skills

Team collaboration

Enterprise customer support

Tools

Declarative Management

App Attestation

Content Caching

SSO / Platform SSO

Enterprise Cloud Services

macOS / iOS troubleshooting

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)Product Support Engineering (PSE) 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.