Senior Technical Support Engineer

Apple Inc.; Austin (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

A leading company is seeking a Senior Technical Support Engineer in Austin, Texas. This role involves troubleshooting complex issues for macOS and iOS deployments, mentoring team members, and collaborating with cross-functional teams to enhance customer satisfaction. Ideal candidates will have extensive experience and a strong technical foundation.

Qualifications

• 15+ years of relevant industry experience.
• Deep understanding of deployment technologies across macOS, iOS, and visionOS.
• Willingness to travel domestically and internationally.

Responsibilities

• Provide solutions to technical problems for system administrators.
• Create and maintain technical resource documents.
• Mentor and train support staff.

Skills

Diagnostic instincts

Customer satisfaction advocacy

Excellent communication skills

Team collaboration

Problem-solving

Job description

Austin, Texas, United States Support and Service

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Description

We are seeking a Senior Enterprise Technical Support Engineer who is self-motivated, possesses excellent diagnostic instincts, and enjoys working cross-functionally. The ideal candidate is a strong advocate for customer satisfaction, with deep knowledge of macOS and iOS operations and design, supported by a solid technical foundation in troubleshooting theory and practice. Experience with Apple-developed applications, core technologies, networking, and deployments is essential.

This role involves providing solutions to technical problems faced by system administrators deploying, managing, and integrating server platforms or networks based on macOS and iOS devices. Responsibilities include creating and maintaining technical resource documents, and knowledge transfer through mentoring and training support staff, both in groups and individually.

The right candidate will thrive in diagnosing high-performing systems from scratch, working closely with various internal teams, and making informed technology choices for enterprise solutions. Additional skills include:

1. Gathering information and solving complex problems.
2. Collaborating with teams such as Sales, Readiness, and Software Engineering to resolve issues impacting Apple products.
3. Understanding product functionality and clearly explaining issues.
4. Identifying underlying needs beyond the immediate question.
5. Excellent communication skills, adaptable to different audiences.
6. Mentoring and developing team members within the AppleCare Enterprise Services organization.
7. Taking on challenges in unfamiliar areas and driving towards resolutions.
8. Knowing when to escalate issues and seeking the appropriate expertise.
9. Monitoring feature updates and bug fixes continuously.
10. Creating, understanding, and implementing test plans.
11. Leading information exchange sessions for testing and knowledge sharing.
12. Reproducing customer issues to facilitate engineering resolutions.
13. Exhibiting leadership qualities such as strategic foresight, driving priorities, and striving for excellence.
14. Building effective teams, managing complexity, and persuading stakeholders.

Minimum Qualifications

• 15+ years of relevant industry experience.
• Willingness to travel domestically and internationally, and support critical issues during evenings and weekends.
• Knowledge of Declarative Management, Attestation, and Account Driven Enrollment Programs.
• Deep understanding of deployment technologies across macOS, iOS, and visionOS, including Authentication, Directory & Identity Management, MDM, Software Updates, Apple Business Manager, Apple School Manager, VPP, and Apple Configurator.

Preferred Qualifications

• Strong team collaboration skills with individual responsibility and high work ethic.
• Ability to document information and resolve complex problems.
• Proven track record of effective collaboration and influence within Apple.
• Excellent enterprise customer-facing skills.
• Commitment to diversity and inclusion, actively promoting diverse perspectives and experiences.

Apple is an equal opportunity employer committed to inclusion and diversity. We promote equal opportunity regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics. Learn more about your EEO rights as an applicant.