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Apple

Senior Enterprise Technical Support Engineer

Austin, TX$149,200 – $249,000Posted 24 days ago

Apply on company site View full job

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) Core OS Technology 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.

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.

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

Pay & Benefits

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.

About Apple

Working at Apple means doing more than you ever thought possible and having more impact than you ever imagined.

Size: 10,000+ employees
Industry: Technology

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