Enterprise Senior Technical Support Engineer, Network Specialist

Enterprise Senior Technical Support Engineer, Network SpecialistAustin,Texas,United StatesSupport and ServiceImagine what you could do here.

At Apple, great ideas have a way of becoming great 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 seeking a highly skilled and experienced Senior Technical Support Engineer who will be responsible for handling sales escalations and critical support cases raised by enterprise and institutional customers.

In this role, our team provides timely and effective resolution to our most important customers' support issues. The ideal candidate should possess an excellent conceptual understanding and working knowledge of networking technologies and protocols.

DescriptionIn addition to deep technical knowledge, a new team member should have good interpersonal skills with the ability to build strong relationships with our internal groups.

Key responsibilities include : Work high impact and critical cases raised by enterprise and institutional customers. Work with multi-functional teams such as Apple Sales, AppleCare Engineering, Product Engineering, Product Marketing, and service groups within Apple to champion and resolve customer issues.

Provide customer support through a variety of channels to understand issues and provide technical solutions to the customer.

Partner with Professional Services and Customer Success teams to deliver Support Assurance to new and existing customers.

Screen bugs. Handle consults from the Customer Support Engineering team. Set up complex reproductions in a lab environment.

Provide mentoring, guidance, and consultation to other support teams and colleagues. Investigating, diagnosing, and resolving support cases.

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 router concepts Networking stack implementations (e.

g. BSD, Linux / Android, etc.) System level and network troubleshooting skillsMinimum QualificationsKey Qualifications12+ years in a senior technical escalation support role.

Experience serving as the technical point of contact for critical issues from corporate, education, and government customers.

Experience responding to critical customer-facing and internal executive-level issues.Good interpersonal, written and oral communication skills in stressful or ambiguous situations with an ability to communicate effectively with both technical and non-technical partners.

Possess an understanding of fundamental network areas such as TCP / IP, TLS, certificate trusts and the process by which devices perform Wi-Fi association.

Deep technical understanding and industry-recognized certifications in one or more of the following areas : Networking, Wi-Fi and End-point protection.

Deep technical understanding in the following networking areas : Wi-Fi (802.1x), VPN (IKEv2, SSL, etc.), network extensions, or proxies.

Ability to effectively participate and lead conference calls with a large mixed audience.Ability to navigate complex issues that involve several network technologies and how they may relate to one another.

Familiarity with large Apple device deployments and device management.Experience with Microsoft services used by our customers using native applications running on Apple hardware is a plus.

Proven track record of collaboration, facilitation, problem solving, leadership, and partnership management.Act independently to determine methods and procedures on new duties or objectives.

Work on significant and unique issues where analysis of situations or data requires an evaluation of intangibles.Exercise independent judgment in methods, techniques, and evaluation criteria for obtaining results.

Create formal networks involving coordination among groups.IP routing tables, networking infrastructure, firewalls, security software, preferred.

Preferred QualificationsEducation & ExperienceBachelor's degree or equivalent experience in a technical field such as computer science, engineering, or information technology.

Additional RequirementsApple 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. ()Apple FooterApple 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 (Opens in a new window) .Apple will not discriminate or retaliate against applicants who inquire about,disclose,or discuss their compensation or that of other applicants.

United States Department of Labor. Learn more (Opens in a new window) .Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.

If you’re applying for a position in San Francisco,review the San Francisco Fair Chance Ordinance guidelines (opens in a new window) applicable in your area.

Apple participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program (Opens in a new window) .

Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.

Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .