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.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 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 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 complexityAbility 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 ProgramsArray