Senior Enterprise Technical Support Engineer

Apple•Austin, TX

1d•Onsite

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. We are looking for a Senior Enterprise Technical Support Engineer who is self-motivated, has great diagnostic instincts, and enjoys working cross functionally. You are a strong advocate for customer satisfaction and have deep knowledge of macOS and iOS operations and design, with a strong technical foundation in troubleshooting theory and practice. You have solid experience with Apple developed applications and a deep understanding of core technologies, networking, and deployments. You will be tasked with providing solutions to technical problems for system administrators deploying, managing, and integrating server platforms or networks based on macOS and iOS devices. You will assist in the creation and maintenance of technical resource documents and will be responsible for knowledge transfer to other support staff, including mentoring and training, both to groups and one-on-one. Diagnose high-performing systems from the ground up, working in close partnership with various internal teams. Collaborate with other teams, including Sales, Readiness, and Software Engineering, to investigate and resolve complex issues impacting Apple products. Know when the resolution is asking someone else, and seek out who that someone is. Continuous monitoring of feature updates and bug fixes. Identify development opportunities, both for individuals and teams, in the AppleCare Enterprise Services organization. Be a mentor and contribute to their ongoing development. Take on challenges in unfamiliar areas and drive to a resolution. Leading information exchange: gather groups of people together for testing and information exchange. Reproduction of customer issues: isolating them to their core reproduction steps to expedite resolution from engineering. 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.

Requirements

Bachelors degree or equivalent experience required
10+ years of related industry experience
The ability to create, understand, and implement test plans
Understand how products should work and be able to explain simply what isn’t working
Demonstrate excellent communication skills, and adapt 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
Ability to capture information and solve complex problems
Driven to develop and use professional relationships across Apple organizations
Track record of successful collaboration with and influencing of development
Excellent Enterprise class customer-facing skills
Knowledge of Declarative Management, App Attestation, Content Caching, Single Sign-On (SSO) and Platform SSO, Enterprise Cloud Services
Possess 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

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

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.
Provide solutions to technical problems for system administrators deploying, managing, and integrating server platforms or networks based on macOS and iOS devices.
Assist in the creation and maintenance of technical resource documents.
Responsible for knowledge transfer to other support staff, including mentoring and training, both to groups and one-on-one.
Diagnose high-performing systems from the ground up, working in close partnership with various internal teams.
Collaborate with other teams, including Sales, Readiness, and Software Engineering, to investigate and resolve complex issues impacting Apple products.
Identify development opportunities, both for individuals and teams, in the AppleCare Enterprise Services organization.
Be a mentor and contribute to their ongoing development.
Take on challenges in unfamiliar areas and drive to a resolution.
Lead information exchange: gather groups of people together for testing and information exchange.
Reproduce customer issues: isolate them to their core reproduction steps to expedite resolution from engineering.
See past the question and understand the underlying need.
Address the actual need instead of just answering the question.