Senior Technical Support Engineer **Sunnyvale, California, United States** **Support and Service** **Summary** Posted: **May 19, 2025** Role Number: **200605399** Imagine what you could do here. At Apple, great new ideas have a way of becoming phenomenal products, services, and customer experiences very quickly. 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. Bring passion and dedication to your job and there's no telling what you could accomplish! We are strengthening our team, and we are seeking an exceptional Enterprise Technical Support Engineer. We feature a dynamic environment with creative, hard-working people and groundbreaking technologies. Join us and make a difference. In this exciting position you will be part of the AppleCare Enterprise Services (ACES) 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. **Description** 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. You will be tasked with providing solutions to technical problems for system administrators 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 sta?, 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 keen judgement in selecting technologies and understanding the right solution for Enterprise class 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 + Bachelors degree or equivalent 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 **Pay & Benefits** 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. (https://www.apple.com/careers/us/benefits.html) 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 (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) . 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 (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) . Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation. Apple participates in the E-Verify program in certain locations as required by law.Learn more about the E-Verify program (https://www.apple.com/jobs/pdf/EverifyPosterEnglish.pdf) . Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Reasonable Accommodation and Drug Free Workplace policy Learn more . Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more . Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you're applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines applicable in your area. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.