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Apple Senior Enterprise Technical Support Engineer United States, Texas, Austin 281162407
13.06.2024
Description
You will be tasked with providing solutions to technical problems for system administrators deploying/managing/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.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 communication style to the audience.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.Gather groups of people together for testing and information exchange.Isolate issues to their core reproduction steps to expedite resolution from engineering.
Minimum Qualifications
- 15+ years of related industry experience
- Deep technical understanding and industry-recognized certifications in one or more of the following areas: Networking, Wi-Fi, and End-point protection.
- Possess an understanding of the functionality of IP, VPN, Proxy, Wi-Fi, Internet Sharing, and diagnosing the application layer
- Up-to-date and thorough knowledge of:
- Commercial networking software and/or hardware products
- Link-layer technologies (e.g. Ethernet, Wi-Fi, Cellular, etc.)
- IP protocol suite and routing (including IPv6)
- Wi-Fi standards, deployment models, and troubleshooting tools
- Networking stack implementations (e.g. BSD, Linux/Android, etc.)
- System level and network troubleshooting skills
- System profiling and performance optimization
Key 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 leverage professional relationships across Apple organizations
- Track record of successful collaboration with and influencing of development
- Excellent Enterprise class customer-facing skills
Preferred Qualifications
- This position may require occasional domestic or international travel, as well as availability during evenings and weekends to support critical customer issues.
Education & Experience
Bachelors degree or equivalent experience required
Additional Requirements
Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure 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.
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