Application Support Engineer

Company: Apple
Location: Austin
Posted on: November 22, 2021

Job Description:

SummaryPosted: Nov 10, 2021Weekly Hours: 40Role Number:200289777Do you love understanding every detail of how new technologies work? Join the team that serves as Apple's nerve center, our Information Systems and Technology group. There are countless ways you'll contribute here, whether you're coordinating technology needs for product launches, designing music solutions for retail locations, or ensuring the strength of in-store Wi-Fi connections. From Apple Pay to the Apple website to our data centers around the globe, you'll help design and manage the massive systems that countless employees and customers rely on every day. You'll also build custom tools for employees, empowering them to solve complex problems on their own. Join our team, and together we'll explore all the ways to improve how Apple operates, freeing our employees to do what they do best: craft magical experiences for our customers. The Collaboration Services department works to ensure Apple's employees are productive, efficient and secure. As a member, you'll work with various parts of Apple's business to develop and deploy enhancements for our applications. Applications such as: Managed Print (SecurePrint) services, ensuring we offer best-in-class print solution to our employees. Also, Endpoint Data Protection services, enabling Apple to protect its data. Beyond that, you'll bring your best influencing skills to bear so that others join your vision for the most customer-centric results possible! Everyone at Apple depends on our team's technical skills, focus on delivering reliable services, security, with an attention to detail.Key Qualifications5 years in a technical operations or person responsible for a service2 years in a large enterprise working a Managed Application ServiceExperience as a technical lead of a global enterprise service in a large companySolid experience with global technology implementations (Cloud and on-prem)Proven experience with technical administration and troubleshootingExpert knowledge of macOS and iOSAbility to script in various scripting languages (Python / Shell / Perl)Concise and articulate communicator; confident at presentingObsessed with customer experienceDemonstrated ability operating as part of a dedication team, delivering objectives under tough deadlines and comfortable in an ever-changing, global environmentDescriptionWe are looking for an experienced engineer with customer service and product owner experience to help support our successful client applications service. You will administer, improve and maintain our client application solutions, keeping customer experience, performance and security prioritized. Constant interaction with our vendor is necessary to highlight our feature requests, influence the future direction of the product and gain speedy resolution to any defects discovered in production. You should possess a strong customer experience ethic, has top-notch communication skills, displays creativity and appreciates fully the core strengths that make Apple's products easy to use. The responsibilities of the team are varied. Your role will include, but not be limited to: Technical Support for our global Managed Print service Supporting our global print infrastructure environment (cloud, on-prem and clients), and Endpoint Data Protection service Supporting a global client backup service and managing a 3rd party cloud solution Leading our ticket queue for support escalations and ensuring SLAs are adhered to Working with the vendor on a periodic basis Domain authority and escalation point for global support teams Participating in a variety of technical projects throughout the yearEducation & ExperienceBachelor's degree or equivalent work experienceAdditional RequirementsExperience with change management controlsData analysis and presentation skillsExperience in data discovery and troubleshootingApple 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 (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 (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 (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 (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 (

Keywords: Apple, Austin , Application Support Engineer, Engineering , Austin, Texas