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Senior Enterprise Technical Support Engineer

Apple· Support and Service
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Sunnyvale, CA, Austin, TX, Elk Grove, CA$149.2k - $249kFull-timePosted 2w ago

About the role

Senior Enterprise Technical Support Engineer within the ACES Core OS Technology Group,Providing escalation support, mentoring, and guidance for Enterprise Customer Support Engineers with cross-functional collaboration and hands-on technical assistance for macOS/iOS deployments and enterprise services.

Responsibilities

  • Provide escalation support, mentoring, and guidance for Enterprise Customer Support Engineers
  • Occasional advanced technical assistance via telephone, e-mail, or on-site visits to ACES Enterprise customers and AppleCare Enterprise locations
  • Create and maintain technical resource documents and transfer knowledge to other support staff
  • Diagnose high-performing systems from the ground up in collaboration with internal teams
  • Collaborate with Sales, Readiness, and Software Engineering to investigate and resolve complex issues
  • Know when to seek help from others and identify the right contacts
  • Continuously monitor feature updates and bug fixes
  • Identify development opportunities for individuals and teams within AppleCare Enterprise Services
  • Mentor and contribute to ongoing development of colleagues
  • Tackle challenges in unfamiliar areas and drive to a resolution
  • Lead information exchange sessions and gather groups for testing
  • Reproduce customer issues by isolating core reproduction steps to expedite engineering resolution

Qualifications

  • Bachelor's degree or equivalent experience
  • 10+ years of related industry experience
  • Ability to create, understand, and implement test plans
  • Ability to explain how products should work and what isn’t working
  • Excellent communication skills with adaptable style
  • Good judgment in selecting technologies and Enterprise-class solutions
  • Ability to work well in a team with strong individual responsibility and work ethic
  • Strong information capture and complex problem-solving abilities
  • Proven ability to develop professional relationships across Apple
  • Track record of successful collaboration with and influencing development teams
  • Excellent Enterprise-class customer-facing skills
  • Knowledge of Declarative Management, App Attestation, Content Caching, SSO and Platform SSO, Enterprise Cloud Services
  • Deep knowledge of Core OS technologies including Memory Management, Authentication/Directory & Identity Management, Installation and Software Update, device panics/crashes, Certificates and Security postures, SMB/CIFS file-sharing, macOS/iOS storage layouts (APFS)

Skills

Required:Test plan development and implementationTechnical troubleshooting and diagnosticsCross-functional collaborationMentoring and trainingCommunicationCustomer-facing skillsCore OS technologies

Benefits

  • Comprehensive medical and dental coverage
  • Retirement benefits
  • Discounted Apple products and free services
  • Educational assistance including tuition reimbursement
  • Discretionary bonuses or commissions and potential relocation assistance
  • Apple shareholder eligibility through stock programs
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.

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