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Senior Enterprise Technical Support Engineer



IT, Customer Service
Austin, TX, USA
Posted on Thursday, June 6, 2024


Role Number:200552237
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 AppleCare Consumer and Enterprise Services (ACES) Product Support Engineering, providing escalation support for Enterprise Customer Support Engineers and advocating for Enterprise customer needs within Apple. This position will include occasional advanced technical assistance via telephone, e-mail, or on-site visits to Enterprise customers.


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 macOS and iOS operation and design, with a strong technical foundation in troubleshooting theory and practice. You have solid experience with Apple-developed applications and a deep understanding of networking and deployments. 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. The right candidate will enjoy diagnosing high-performing systems from the ground up, working in close partnership with various internal teams. You will also possess keen judgement in selecting technologies and understanding the right solution for Enterprise class needs. Additional Skills Include: Ability to gather information and solve complex problems. Collaborate with other teams, including Sales, Readiness, and Software Engineering to investigate and resolve 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 communication style to the audience. Identify development opportunities in the CSE organization, both for individuals and the team. Be a mentor and contribute to ongoing development for individuals and the CSE team. 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. Learn more about your EEO rights as an applicant.