Senior Technical Support Engineer

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

Job summary

A leading technology company is seeking a Senior Technical Support Engineer in Austin, Texas. The role involves providing advanced technical assistance, mentoring support engineers, and resolving complex technical issues related to macOS and iOS. Candidates should have extensive industry experience and a strong commitment to collaboration and inclusion.

Qualifications

• 15+ years of related industry experience required.
• Deep knowledge of deployment technologies in macOS, iOS, visionOS.
• Availability for occasional travel and support during evenings and weekends.

Responsibilities

• Diagnose and resolve complex technical issues related to macOS and iOS.
• Create and maintain technical documentation.
• Collaborate with internal teams to troubleshoot product issues.

Skills

Problem-solving

Communication

Team collaboration

Education

Bachelor's degree or equivalent experience

Tools

macOS

iOS

visionOS

MDM

Apple Business Manager

Job description

Senior Technical Support Engineer

Austin, Texas, United States

Support and Service

Summary

Posted: May 19, 2025

Role Number: 200605394

Imagine what you could do here. At Apple, great new ideas have a way of becoming phenomenal products, services, and customer experiences very quickly. Inclusion is a shared responsibility, and we hold ourselves and one another accountable for fostering a culture where everyone feels seen, heard, and inspired to do their best work. Bring passion and dedication to your job and there's no telling what you could accomplish!

We are strengthening our team and seeking an exceptional Enterprise Technical Support Engineer. Join a dynamic environment with creative, hard-working people and groundbreaking technologies to make a difference.

Position Description

You will be part of the AppleCare Enterprise Services (ACES) Product Support Engineering (PSE) group, providing escalation support, mentoring, and guidance for Enterprise Customer Support Engineers. Responsibilities include occasional advanced technical assistance via telephone, email, or on-site visits to ACES Enterprise customers and AppleCare Enterprise locations.

Key Responsibilities

• Diagnose and resolve complex technical issues related to macOS and iOS operations and design.
• Assist with deployment, management, and integration of server platforms or networks based on Apple devices.
• Create and maintain technical documentation and transfer knowledge through mentoring and training.
• Collaborate with internal teams to troubleshoot and resolve product issues.
• Monitor feature updates and bug fixes, and develop test plans.
• Lead testing and information exchange sessions, and reproduce customer issues for engineering.

Qualifications

Minimum Qualifications

• 15+ years of related industry experience
• Bachelor's degree or equivalent experience
• Availability for occasional travel and support during evenings and weekends
• Deep knowledge of deployment technologies in macOS, iOS, visionOS platforms, including authentication, directory & identity management, MDM, Apple Business Manager, and related programs.

Preferred Qualifications

• Strong team collaboration and individual responsibility
• Excellent problem-solving and communication skills
• Experience influencing development teams and working with diverse organizations
• Commitment to inclusion and diversity

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 and our policies on reasonable accommodations and workplace safety.