Sunnyvale, California, United States Support and Service Add to Favorites Senior Technical Support Engineer Removed from favorites

Description We are looking for a Senior Enterprise Technical Support Engineer who is self-motivated, has great diagnostic instincts, and enjoys working cross functionally. Youare a strong advocate for customer satisfaction and have deep knowledge of macOSand iOS operations and design, with a strong technical foundation in troubleshootingtheory and practice. You have solid experience with Apple developed applications anda deep understanding of core technologies, networking, and deployments.You will be tasked with providing solutions to technical problems for systemadministrators deploying, managing, and 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 keenjudgement in selecting technologies and understanding the right solution for Enterpriseclass 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 you communication style to the audience.-Identify development opportunities, both for individuals and teams, in the AppleCare -Enterprise Services organization. Be a mentor and contribute to their ongoing development.-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.-Leadership attributes such as: Ability to see around corners; Ability to drive what matters; Ability to constantly fight for excellence.-Competencies such as: Having a strategic mindset, Building effective teams, Persuasion, Managing complexity Minimum Qualifications 15+ years of related industry experience Occasional domestic or international travel, as well as availability during evenings and weekends to support critical customer issues is required 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 & Identity Management Services, MDM integration and management, Installation and Software Update, Schoolwork, ClassRoom, Apple Business Manager (ABM), Apple School Manager (ASM), Volume Purchase Program (VPP), Apple Configurator 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 organizations Actively seeks out opportunities to champion and celebrate inclusion and diversity Makes space to listen, learn, and amplify diverse perspectives and experiences. Knowledge of Declarative Management, Attestation, and Account Driven Enrollment Programs 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. Learn more about Apple Benefits.

Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program. Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant . Add to Favorites Senior Technical Support Engineer Removed from favorites

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