Senior Level Technical Support Assistant Jobs

SUMMARY

Imagine what you could do here. At Apple, great new ideas have a way of becoming phenomenal products, services, and customer experiences very quickly. 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) Deployment and Services Technology Group. You’ll provide customer support and escalation support, mentoring, and guidance, for Enterprise Customer Support Engineers. This position will include 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 Apple’s Deployment and Services 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.

MINIMUM QUALIFICATIONS

• Bachelors degree or equivalent experience required
• 10+ years of related industry experience

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
• Knowledge of App Attestation, Content Caching, Single Sign-On (SSO) and Platform SSO, Enterprise Cloud Services
• Possess deep knowledge of foundational Device Deployment technologies such as:
• Declarative Management
• Apple’s Business and School Manager Services
• Account Driven Enrollment Programs
• MDM Integration and Management
• Installation and Software Update
• Apple Schoolwork and Classroom
• Volume Purchase Program
• Apple Configurator
• Ability to gather information and solve complex problems
• Collaborate with other teams, including Sales, Readiness, and Software Engineering, to investigate and resolve complex 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 your communication style to the audience
• This position may require occasional domestic or international travel, as well as availability during evenings and weekends to support critical customer issues

COMPENSATION

• Base pay range for this role is between $178,400 and $297,200, 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.

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.

Apple believes accessibility is a fundamental human right. You’ll find that idea reflected in everything here — in our culture, our benefits and our digital tools. By welcoming as many perspectives as possible, we help you build a career where you feel like you belong.

Apple accepts applications to this posting on an ongoing basis.