Senior Enterprise Technical Support Engineer

Apple • Elk Grove, CA

5h • Hybrid

About The Position

Imagine what you could do here. At Apple, great new ideas have a way of becoming phenomenal products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish! We are strengthening our team, and we are seeking an exceptional Enterprise Technical Support Engineer. We feature a dynamic environment with creative, hard-working people and groundbreaking technologies. Join us and make a difference. In this exciting position you will be part of the AppleCare Enterprise Services (ACES) Product Support Engineering (PSE) group. You’ll provide escalation support, mentoring, and guidance, for Enterprise Customer Support Engineers. This position will include occasional advanced technical assistance via telephone, e-mail, or on-site visits to ACES Enterprise customers and AppleCare Enterprise locations.

Requirements

• Bachelors degree or equivalent experience required
• 10+ years of related industry experience
• Self-motivated
• Great diagnostic instincts
• Enjoys working cross functionally
• Strong advocate for customer satisfaction
• Deep knowledge of macOS and iOS operations and design
• Strong technical foundation in troubleshooting theory and practice
• Solid experience with Apple developed applications
• Deep understanding of core technologies, networking, and deployments
• Understand how products should work and be able to explain simply what isn’t working
• Demonstrate excellent communication skills, and adapt you communication style to the audience
• Possess keen judgement in selecting technologies and understanding the right solution for Enterprise class solutions.
• Ability to work well on a team, at the same time demonstrating individual responsibility and unmatched work ethic
• Excellent Enterprise class customer-facing skills
• Knowledge of Declarative Management, App Attestation, Content Caching, Single Sign-On (SSO) and Platform SSO, Enterprise Cloud Services
• Deep knowledge of foundational Core OS technologies such as: 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)

Nice To Haves

• Ability to see past the question and understand the underlying need. Know when it’s necessary to address the actual need instead of just answering the question.

Responsibilities

• Provide escalation support, mentoring, and guidance for Enterprise Customer Support Engineers.
• Provide advanced technical assistance via telephone, e-mail, or on-site visits to ACES Enterprise customers and AppleCare Enterprise locations.
• Create, understand, and implement test plans.
• Capture information and solve complex problems.
• Develop and use professional relationships across Apple organizations.
• Collaborate with and influence development teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior