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Senior Enterprise Technical Support Engineer

Apple· Support and Service
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Hybrid (Elk Grove, CA), Hybrid (Austin, TX), Hybrid (Sunnyvale, CA)$134.8k - $224.5kFull-timePosted 2w ago

About the role

Senior Enterprise Technical Support Engineer in AppleCare Enterprise Services (ACES) Core OS Technology Group. Provides escalation support, mentoring, and guidance for Enterprise Customer Support Engineers, with occasional advanced technical assistance to ACES Enterprise customers and AppleCare Enterprise locations.

Responsibilities

  • Providing solutions to technical problems for system administrators deploying, managing, and integrating server platforms or networks based on macOS and iOS devices
  • Assisting in the creation and maintenance of technical resource documents and knowledge transfer to other support staff, including mentoring and training
  • Diagnosing high-performing systems from the ground up in collaboration with internal teams
  • Collaborating with Sales, Readiness, and Software Engineering to investigate and resolve complex issues
  • Knowing when to escalate and identifying the right stakeholders
  • Continuously monitoring feature updates and bug fixes
  • Identifying development opportunities for individuals and teams within AppleCare Enterprise Services
  • Mentoring and contributing to the development of colleagues
  • Taking on challenges in unfamiliar areas and driving to a resolution
  • Leading information exchange by gathering groups for testing and information sharing
  • Reproducing customer issues by isolating core reproduction steps to expedite resolution from engineering

Qualifications

  • Bachelor's degree or equivalent experience
  • 10+ years of related industry experience
  • Ability to create, understand, and implement test plans
  • Understanding of how products should work and ability to explain issues clearly
  • Excellent communication skills with adaptability to audience
  • Judgment in selecting technologies and appropriate enterprise solutions
  • Team-oriented with ability to take personal responsibility and strong work ethic
  • Ability to capture information and solve complex problems
  • Ability to develop professional relationships across Apple organizations
  • Track record of successful collaboration with and influence on development teams
  • Excellent enterprise-class customer-facing skills
  • Knowledge of Declarative Management, App Attestation, Content Caching, Single Sign-On (SSO) and Platform SSO, Enterprise Cloud Services
  • Deep knowledge of core OS technologies such as Memory Management, Authentication/Directory & Identity Management Services, Installation and Software Update, Device panics/crashes, Certificates and Security postures, SMB/CIFS, and macOS/iOS storage layouts (APFS)

Skills

Required:Technical problem solvingMentoring and trainingCommunicationReproduction and debugging of customer issuesCross-functional collaboration

Benefits

  • Comprehensive medical and dental coverage
  • Retirement benefits
  • Discounted products and free services
  • Education reimbursement for advancing your career (tuition)
  • Discretionary bonuses or commission potential
  • Relocation assistance (possible)
  • Participation in Apple shareholder programs via discretionary stock awards and Employee Stock Purchase Plan
Last updated Oct 16, 2026. Interested? Apply on the company site.

About Apple

Discover the innovative world of Apple and shop everything iPhone, iPad, Apple Watch, Mac, and Apple TV, plus explore accessories, entertainment, and expert device support.

Discover the innovative world of Apple and shop everything iPhone, iPad, Apple Watch, Mac, and Apple TV, plus explore accessories, entertainment, and expert device support.

AirPods Max 2Apple ArcadeApple CardApple Fitness+Apple MusicApple TVApple TV+Apple Watch Series 11
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