Senior Enterprise Technical Support Engineer

Join the AppleCare Enterprise Services (ACES) Core OS Technology Group and help deliver advanced support for Enterprise customers. This onsite role in Elk Grove, CA combines deep Core OS expertise with leadership through escalation, mentoring, and technical guidance.

What you’ll do

• Provide escalation support, mentoring, and guidance for Enterprise Customer Support Engineers.
• Deliver advanced technical assistance as needed through telephone, e-mail, or occasional on-site visits to ACES Enterprise customers and AppleCare Enterprise locations.
• Create, understand, and implement test plans to support issue validation and resolution.

What you bring

• Bachelors degree or equivalent experience required.
• 10+ years of related industry experience.
• Ability to create, understand, and implement test plans.
• Strong understanding of how products should work, including the ability to explain simply what isn’t working.
• Excellent communication skills with the ability to adapt your communication style to the audience.
• Keen judgement in selecting technologies and understanding the right solution for Enterprise class environments.
• Ability to work effectively on a team while maintaining individual ownership and a strong work ethic.
• Ability to capture information and solve complex problems.
• Drive to develop professional relationships across Apple organizations, including a track record of successful collaboration and influencing development.
• Enterprise class customer-facing skills.
• Knowledge of: Declarative Management, App Attestation, Content Caching, Single Sign-On (SSO), Platform SSO, and 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 (APFS)
• Occasional domestic or international travel may be required, and availability during evenings and weekends may be needed to support critical customer issues.

Compensation

USD 134,800 - 224,500 per year.

Benefits

• Comprehensive medical and dental coverage
• Retirement benefits
• A range of discounted products and free services
• Reimbursement for certain educational expenses, including tuition
• Discretionary bonuses or commission payments as well as relocation
• 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 through voluntary participation in Apple’s Employee Stock Purchase Plan

Preferred qualification

• Ability to see past the question and understand the underlying need, addressing the actual need instead of only answering the question.

You will be part of the ACES Core OS Technology Group, supporting Enterprise customers while mentoring Enterprise Customer Support Engineers through escalations and advanced technical guidance.