Senior Enterprise Technical Support Engineer

Senior Enterprise Technical Support Engineer in AppleCare Enterprise Services (ACES) Product Support Engineering (PSE), delivering escalation support, mentoring, and advanced technical assistance for enterprise deployments.

Responsibilities

• Provide escalation support, mentoring, and guidance for Enterprise Customer Support Engineers.
• Deliver occasional advanced technical assistance via telephone, e-mail, or on-site visits to ACES Enterprise customers and AppleCare Enterprise locations.
• Troubleshoot and resolve complex issues across macOS and iOS deployments, including environments for system administrators deploying, managing, and integrating server platforms or networks.
• Create and maintain technical resource documents and support knowledge transfer to other support staff through mentoring and training (group and one-on-one).
• Diagnose complex systems from the ground up in close partnership with internal teams.
• Collaborate with teams including Sales, Readiness, and Software Engineering to investigate and resolve issues affecting Apple products.
• Recognize when a resolution requires another owner and identify the correct person or team.
• Continuously monitor feature updates and bug fixes.
• Identify development opportunities for individuals and teams within the AppleCare Enterprise Services organization.
• Mentor others and contribute to ongoing development.
• Take on challenges in unfamiliar areas and drive them to resolution.
• Lead information exchange by gathering groups for testing and information sharing.
• Reproduce customer issues by isolating core reproduction steps to accelerate engineering resolution.

Requirements

• Ability to see past the question, understand the underlying need, and determine when to address the actual need rather than only answering the question.
• Bachelor’s degree or equivalent experience required.
• 10+ years of related industry experience.
• Ability to create, understand, and implement test plans.
• Understanding of how products should work, with the ability to explain what isn’t working in clear terms.
• Excellent communication skills with the ability to adapt communication style to the audience.
• Strong judgement in selecting technologies and determining the right solution for enterprise-class environments.
• Ability to work effectively as part of a team, while also demonstrating individual ownership and a strong work ethic.
• Ability to capture information and solve complex problems.
• Motivation to build and leverage professional relationships across Apple organizations.
• Proven 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), Platform SSO, and Enterprise Cloud Services.
• Deep knowledge of foundational Core OS technologies, including:
  • Memory Management
  • Authentication and 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)
• May require occasional domestic or international travel, plus availability during evenings and weekends to support critical customer issues.

Technologies

• macOS
• iOS
• Declarative Management
• App Attestation
• Content Caching
• Single Sign-On (SSO)
• Platform SSO
• Enterprise Cloud Services
• Memory Management
• Authentication
• Directory & Identity Management Services
• Installation and Software Update
• Device panics and crashes
• Certificates and Security postures
• SMB/CIFS
• APFS

Benefits

• Comprehensive medical and dental coverage
• Retirement benefits
• Discounted products and free services
• Reimbursement for certain educational expenses, including tuition
• Opportunity to become an Apple shareholder through Apple’s discretionary employee stock programs
• Eligible for discretionary restricted stock unit awards
• Can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan
• Discretionary bonuses or commission payments, plus relocation
• Base pay range: $149,200 - $249,000 USD per year

Location

• Austin, TX (onsite)