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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 group providing escalation support 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.

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 networking and deployments.

You will be tasked with providing solutions to technical problems for system administrators deploying/managing/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.

Additional Skills Include:

Ability to gather information and solve complex problems. Collaborate with other teams, including Sales, Readiness, and Software Engineering, to investigate and resolve 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 communication style to the audience. Identify development opportunities in the CSE organization, both for individuals and the team. Be the mentor and contribute to ongoing development for individuals and the CSE team.

Take on challenges in unfamiliar areas and drive to a resolution. Know when the resolution is asking someone else, and seek out who that someone is. Continuous monitoring of feature updates and bug fixes.

The ability to create, understand, and implement test plans. Leading information exchange: gather groups of people together for testing and information exchange.

Reproduction of customer issues: isolating them to their core reproduction steps to expedite resolution from engineering.

Key Qualifications

• 15+ years of related industry experience
• 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 organizations
• Knowledge of Declarative Management, Attestation and Account Driven Enrollment Programs
• Possess a deep knowledge of foundational deployment technologies in macOS, iOS, visionOS platforms, including:
• Authentication and Authorization
• Directory Services
• MDM integration and management
• Installation and Software Update
• Schoolwork, ClassRoom
• ABM, ASM, VPP
• Apple Configurator
• Networking

Pay & Benefits

• At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $134,600 and $202,000, and your base pay will depend on your skills, qualifications, experience, and location.
  
  Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs.
• Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan.

You’ll also receive benefits including:

• Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. 

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