Senior Enterprise Technical Support Engineer

Join the AppleCare Enterprise Services (ACES) Core OS Technology Group as a Senior Enterprise Technical Support Engineer. This onsite role in Elk Grove, CA focuses on helping enterprise customers succeed through escalation support, advanced troubleshooting, and test plan creation. You will also mentor Enterprise Customer Support Engineers while partnering across Apple organizations to resolve complex Core OS issues.

Responsibilities

• Provide escalation support, mentoring, and guidance for Enterprise Customer Support Engineers.
• Deliver advanced technical assistance via telephone, email, or on-site visits to ACES Enterprise customers and AppleCare Enterprise locations.
• Create, understand, and implement test plans to support technical investigations and solutions.

Requirements

• Bachelor’s degree or equivalent experience required.
• 10+ years of related industry experience.
• 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 communication style to the audience.
• Strong judgment in selecting technologies and identifying the right solution for Enterprise-class requirements.
• Ability to work well on a team while showing individual responsibility and a strong work ethic.
• Ability to capture information and solve complex problems.
• Drive to build and use professional relationships across Apple organizations.
• Track record of successful collaboration with and influencing of development.
• Excellent Enterprise-class customer-facing skills.

Core OS and Enterprise Technologies

• 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, 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)

Additional Details

• This position may require occasional domestic or international travel.
• May require availability during evenings and weekends to support critical customer issues.

Benefits

• Comprehensive medical and dental coverage.
• Retirement benefits.
• A range of discounted products and free services.
• Reimbursement for certain educational expenses, including tuition.
• Discretionary bonuses or commission payments, as well as relocation.
• Opportunity to become an Apple shareholder through discretionary employee stock programs.
• Eligible for discretionary restricted stock unit awards.
• Ability to purchase Apple stock at a discount via the Employee Stock Purchase Plan.

Compensation range: USD 134,800 - 224,500 per year.

Preferred Qualifications

• Ability to see past the question, understand the underlying need, and address the actual issue rather than only answering the question.