SupportJobs.io
← Back to all jobs
Apple

Senior Enterprise Technical Support Engineer

Apple
Austin, TX $149k - $249k/yr Full time Posted 11d ago
Senior Apple Device Management Apple Device Support Customer Support Directory And Identity Management Identity and Access Management Information Technology (IT) IT Services Macos Support Onsite Phone Support Technical Support
Apply Now

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

Similar Jobs