Senior Enterprise Technical Support Engineer

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) Deployment and Services Technology Group. You’ll provide customer support and escalation support, mentoring, and guidance, for Enterprise Customer Support Engineers. This position will include advanced technical assistance via telephone, e-mail, or on-site visits to ACES Enterprise customers and AppleCare Enterprise locations.

Minimum Qualifications

Bachelors degree or equivalent experience required 10+ years of related industry experience

Preferred Qualifications

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 App Attestation, Content Caching, Single Sign-On (SSO) and Platform SSO, Enterprise Cloud Services Possess deep knowledge of foundational Device Deployment technologies such as: Declarative Management Apple’s Business and School Manager Services Account Driven Enrollment Programs MDM Integration and Management Installation and Software Update Apple Schoolwork and Classroom Volume Purchase Program Apple Configurator Ability to gather information and solve complex problems. Collaborate with other teams, including Sales, Readiness, and Software Engineering, to investigate and resolve complex issues impacting Apple products. Understand how products should work and be able to explain simply what isn’t working. 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. Demonstrate excellent communication skills, and adapt you communication style to the audience. This position may require occasional domestic or international travel, as well as availability during evenings and weekends to support critical customer issues.

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 Apple’s Deployment and Services 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. The right candidate will enjoy diagnosing high-performing systems from the ground up, working in close partnership with various internal teams. You will also possess keen judgement in selecting technologies and understanding the right solution for Enterprise class solutions.