Enterprise Technical Support Engineer

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.

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.