About this role
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.
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.
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.