Senior Enterprise Technical Support Engineer

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.

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.