Senior Enterprise Technical Support Engineer

Quick Facts

• Role: Senior Enterprise Technical Support Engineer

Description

You will provide advanced customer support and escalation support for enterprise customers using Apple Deployment and Services technologies. The role focuses on diagnosing complex technical problems for system administrators deploying and managing server/network environments based on macOS and iOS devices, and on mentoring other support engineers. You will also create and maintain technical resource documents and collaborate cross-functionally to investigate and resolve complex issues.

Responsibilities

• Provide solutions to technical problems for administrators deploying, managing, and integrating server platforms or networks using macOS and iOS devices

• Create and maintain technical resource documents

• Perform knowledge transfer, mentoring, and training for other support staff (groups and one-on-one)

• Diagnose high-performing enterprise-class systems and select appropriate technologies

• Partner with internal teams to investigate and resolve complex issues

• Explain simply how products should work and what isn’t working

• Communicate effectively with different audiences

Requirements

• Bachelor’s degree or equivalent experience

• 10+ years of related industry experience

• Experience troubleshooting and supporting enterprise deployments involving macOS and iOS

• Ability to provide customer-facing support and escalation assistance via phone, email, or on-site visits

Benefits

• Occasional domestic or international travel

• Availability during evenings and weekends to support critical customer issues

Preferred Qualifications

• Strong ability to capture information and solve complex problems

• Ability to develop and use professional relationships across Apple organizations

• Track record of successful collaboration and influencing of development

• Excellent enterprise-class, customer-facing skills

• Knowledge of App Attestation, Content Caching, Single Sign-On (SSO), and Platform SSO, plus Enterprise Cloud Services

• Deep knowledge of Device Deployment technologies: Declarative Management, Business and School Manager services, Account Driven Enrollment, MDM integration and management, installation and software updates, Apple Schoolwork and Classroom, Volume Purchase Program, and Apple Configurator

• Ability to gather information, identify the underlying need, and address it effectively