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

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