Senior Enterprise Technical Support Engineer

Apple•Published 9 hours ago•First seen 9 hours ago

Summary

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.

Description

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.

Responsibilities

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.

Minimum Qualifications

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 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
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)
This position may require occasional domestic or international travel, as well as availability during evenings and weekends to support critical customer issues

Preferred Qualifications

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.

Pay & Benefits (Sunnyvale)

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $149,200 and $249,000, and your base pay will depend on your skills, qualifications, experience, and location.

Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits

Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.

Pay & Benefits (Elk Grove)

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $134,800 and $224,500, and your base pay will depend on your skills, qualifications, experience, and location.

Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits

Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant