Directory And Identity Management Support Jobs

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Senior Enterprise Technical Support Engineer

Apple Austin, TX

Austin, TX

Today

$149k - $249k/yr Full time Senior Apple Device Management Apple Device Support

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Job Description

Support enterprise customers as a senior escalation and technical assistance engineer for AppleCare Enterprise Services (ACES) Product Support Engineering (PSE), focusing on complex macOS and iOS deployment issues.

Responsibilities

Deliver escalation support, mentoring, and guidance to Enterprise Customer Support Engineers
Provide advanced technical assistance via telephone, e-mail, and on-site visits to ACES Enterprise customers and AppleCare Enterprise locations
Troubleshoot and resolve technical problems for system administrators deploying, managing, and integrating server platforms or networks with macOS and iOS devices
Develop and maintain technical resource documentation; support knowledge transfer through mentoring and training (group sessions and one-on-one)
Diagnose complex issues from the system level, partnering closely with internal teams
Collaborate with internal teams, including Sales, Readiness, and Software Engineering, to investigate and resolve issues affecting Apple products
Recognize when a resolution requires another team or owner, and identify the right contact
Continuously monitor feature updates and bug fixes
Identify development opportunities for individuals and teams within the AppleCare Enterprise Services organization
Take ownership of challenges in unfamiliar areas and drive outcomes to resolution
Lead information exchange by coordinating groups for testing and technical knowledge sharing
Reproduce customer issues by isolating core reproduction steps to accelerate engineering resolution

Requirements

Ability to understand the underlying need behind a question and address the real problem instead of only providing an answer
Bachelor’s degree or equivalent experience
10+ years of related industry experience
Ability to create, understand, and implement test plans
Strong understanding of expected product behavior, with the ability to explain what is not working in clear terms
Excellent communication skills with the ability to adapt communication style to different audiences
Strong judgment when selecting technologies and choosing appropriate solutions for enterprise-class needs
Ability to work well on a team while maintaining individual ownership and work ethic
Skill in capturing relevant information and solving complex problems
Motivation to build and use professional relationships across Apple organizations
Proven record of successful collaboration with and influencing development
Strong enterprise-focused, customer-facing skills
Knowledge of: Declarative Management, App Attestation, Content Caching, Single Sign-On (SSO), Platform SSO, Enterprise Cloud Services
Deep knowledge of foundational Core OS technologies including:
- 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 (including APFS)
Occasional domestic or international travel may be required; availability during evenings and weekends may be needed to support critical customer issues

Technologies

macOS
iOS
Declarative Management
App Attestation
Content Caching
Single Sign-On (SSO)
Platform SSO
Enterprise Cloud Services
Memory Management
Authentication, Directory & Identity Management Services
Installation and Software Update
Device panics and crashes
Certificates and Security postures
SMB/CIFS
APFS

Benefits

Comprehensive medical and dental coverage
Retirement benefits
Discounted products and free services
Reimbursement for certain educational expenses, including tuition
Opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs
Eligible for discretionary restricted stock unit awards
Can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan
Discretionary bonuses or commission payments as well as relocation
Base pay range: $149,200 to $249,000 per year

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