Enterprise Senior Technical Support Engineer

At Apple, we believe that dedication, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage, and inspire. By focusing on the smallest of details, we can make a big impact with our customers. Inclusion is a shared responsibility, and we hold ourselves and one another accountable for fostering a culture where everyone feels seen, heard and inspired to do their best work. Building this environment starts with you! The people here at Apple don't just craft products - they build the kind of wonder that's revolutionized entire industries. Building this environment starts with you! It's the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it! Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish.

Description We are seeking a highly skilled and experienced Senior Technical Support Engineer to join our team. The successful candidate will be responsible for handling sales escalations and critical support cases raised by enterprise and institutional customers. In this role, you will: -Work with multi-functional teams such as Apple Sales, AppleCare Engineering, Product Engineering, Product Marketing, and service groups within Apple to champion and resolve customer issues -Screen bugs and provide customer support through a variety of channels to understand issues and provide technical solutions to the customer -Partner with Professional Services and Customer Success Manager teams to deliver Support Assurance to new and existing customers -Handle consults from the Customer Support Engineering team -Set up complex reproductions in a lab environment -Provide mentoring, guidance, and consultation to other support teams and colleagues -Investigating, diagnosing, and resolving support cases. Facilitate communication between Account Managers, Sales, and Engineering. Help them gain a good understanding of the technical issues and the paths towards resolution.

Minimum Qualifications

• 10 or more years in a senior technical escalation support role
• Bachelor's degree or equivalent experience in a technical field such as computer science, engineering, or information technology.
• Experience serving as the technical point of contact for critical customer concerns from corporate, education and government customers.
• Experience responding to critical customer-facing and internal executive-level critical issues
• Strong interpersonal, written and oral communication skills in stressful and/or ambiguous situations
• Deep technical understanding and industry-recognized certifications in one or more areas: Networking and Wi-Fi, end-point protection, AzureAD and Exchange, MDM / EMM / UEM
• Familiarity with large Apple device deployments and device management
• Experience with Microsoft services utilized by our customers using native applications running on Apple hardware is a plus
• Possess an understanding of the functionality of Microsoft Azure, Modern
• Authentication including Federated Authentication for AxM, Exchange Services, Intune (other MDM providers also a plus), other Microsoft services and how these services work with Apple products.
• Proven track record of collaboration, facilitation, problem solving, leadership, partnership management
• Able to independently to determine methods and procedures on new duties or objective

Preferred Qualifications

• Work on significant and unique issues where analysis of situations or data requires an evaluation of intangibles
• Able to exercise independent judgment in methods, techniques and evaluation criteria for obtaining results
• Experience creating formal networks involving coordination among groups
• Have excellent communication and interpersonal skills. You must be able to clearly and effectively communicate with both technical and non-technical stakeholders, and have the ability to build strong relationships with our internal groups
• Strong understanding of networking concepts and technologies, such as VPN, proxy, end-point protection
• Able to troubleshoot and resolve network-related issues that may impact the deployment and operation of Apple devices in an enterprise environment
• Experience working with enterprise and institutional customers is highly desirable
• Able handle difficult situations with professionalism and empathy
• Makes space to listen, learn, and amplify diverse perspectives and experiences.
• Actively seeks out opportunities to champion and celebrate inclusion and diversity

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 .