Senior Enterprise Technical Support Engineer

Apple • Sunnyvale, CA

3h

About The Position

The Senior Enterprise Technical Support Engineer is part of AppleCare Enterprise Services (ACES) Deployment and Services Technology Group. The role provides customer and escalation support, mentoring, and guidance to Enterprise Customer Support Engineers. It includes advanced technical assistance by telephone, email, or on-site visits to ACES Enterprise customers and AppleCare Enterprise locations.

The position calls for a self-motivated engineer with strong diagnostic instincts, a customer-satisfaction focus, and deep knowledge of Apple’s Deployment and Services design. The engineer applies a strong foundation in troubleshooting theory and practice, experience with Apple-developed applications, and understanding of core technologies, networking, and deployments. The role works cross-functionally to investigate and resolve complex issues affecting Apple products and to understand and clearly explain customer needs and technical problems. Occasional domestic or international travel and availability during evenings and weekends may be required to support critical customer issues.

Requirements

• Bachelor’s degree or equivalent experience.
• 10+ years of related industry experience.
• Strong diagnostic instincts and a strong foundation in troubleshooting theory and practice.
• Deep knowledge of Apple’s Deployment and Services design.
• Solid experience with Apple-developed applications.
• Deep understanding of core technologies, networking, and deployments.
• Strong customer-satisfaction focus and excellent enterprise customer-facing skills.
• Excellent communication skills and the ability to adapt communication to the audience.
• Ability to capture information and solve complex problems.

Nice To Haves

• Ability to work well on a team while demonstrating individual responsibility and a strong work ethic.
• Drive to develop and use professional relationships across Apple organizations.
• Track record of successful collaboration with and influencing of development teams.
• Knowledge of App Attestation, Content Caching, Single Sign-On (SSO), Platform SSO, and Enterprise Cloud Services.
• Deep knowledge of foundational device deployment technologies, including Declarative Management; Apple Business Manager and Apple School Manager services; account-driven enrollment programs; MDM integration and management; installation and software updates; Apple Schoolwork and Classroom; Volume Purchase Program; and Apple Configurator.
• Ability to collaborate across teams to investigate and resolve complex product issues.
• Ability to understand customer needs beyond the initial question and address the underlying need.

Responsibilities

• Provide customer support and escalation support for enterprise customers.
• Mentor and guide Enterprise Customer Support Engineers.
• Provide advanced technical assistance by telephone, email, or on-site visits to ACES Enterprise customers and AppleCare Enterprise locations.
• Collaborate with Sales, Readiness, Software Engineering, and other teams to investigate and resolve complex issues affecting Apple products.
• Capture information, diagnose complex problems, and explain clearly how products should work and what is not working.
• Identify the underlying customer need and address it when appropriate, rather than only answering the stated question.
• Adapt communication style to the audience.
• Support critical customer issues during evenings and weekends when required.
• Travel domestically or internationally occasionally, as required.

What This Job Offers

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