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Senior Enterprise Technical Support Engineer

Apple· Support and Service
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Hybrid (Austin, TX), Hybrid (Elk Grove, CA), Hybrid (Sunnyvale, CA)Full-timePosted 1w ago

About the role

Senior Enterprise Technical Support Engineer for 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

  • 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 support staff, including mentoring and training.
  • 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 impacting Apple products.
  • Know when to involve others and identify the appropriate person to approach.
  • Continuously monitor feature updates and bug fixes.
  • Identify development opportunities for individuals and teams within AppleCare Enterprise Services.
  • Mentor and contribute to ongoing staff development.
  • Take on challenges in unfamiliar areas and drive to a resolution.
  • Lead information exchange and coordinate testing and information sharing.
  • Isolate core reproduction steps of customer issues to expedite resolution with 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 what isn’t working
  • Excellent communication skills with adaptable communication style
  • Strong judgment in selecting technologies and solutions for Enterprise class deployments
  • Ability to work well in a team while maintaining individual responsibility and work ethic
  • Ability to capture information and solve complex problems
  • Track record of developing professional relationships across Apple organizations
  • Proven collaboration with and influence on 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 (Memory Management, Authentication/Directory/Identity Management, Installation and Software Update, Device panics/crashes, Certificates and Security postures, SMB/CIFS, macOS/iOS storage layouts (APFS)
  • Willingness to travel domestically or internationally and availability during evenings/weekends to support critical issues

Skills

Required:Escalation managementTechnical mentoring

Benefits

  • Not specified in the description
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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