Customer Service Engineer
Santa Clara Valley (Cupertino), California, United States
Do you love creating elegant solutions to highly complex challenges? Do you intrinsically see the importance in every detail? As part of our Silicon Technologies group, you’ll help design and manufacture our next-generation, high-performance, power-efficient processor, system-on-chip (SoC). You’ll ensure Apple products and services can seamlessly and efficiently handle the tasks that make them beloved by millions. Joining this group means you’ll be responsible for crafting and building the technology that fuels Apple’s devices. Together, you and your team will enable our customers to do all the things they love with their devices. The Hardware Technology Compute and Storage Group has a rare opportunity available providing technical support for CAD and Engineering in our Silicon Technologies group. We are looking for a support oriented Customer Service Engineer to join our operations team. Your diverse background in system administration, excellent communication skills, sense of ownership, and commitment to produce your best work will make you successful supporting Apple’s custom silicon engineering teams. You will be working within a heterogeneous environment supporting Linux and MacOS. There is a full range of services that require customer support including account management, disk space allocation, virtual machines, VNC, compute and special purpose servers.
- Typically requires 3+ years of Unix System Administration experience. Current knowledge of Linux is required.
- Excellent customer service skills in an engineering environment.
- Excellent independent research skills
- Advanced knowledge in other software/protocols: VNC, X11, gitlab, Atlassian Jira & Confluence
- Strong Shell environment knowledge (bash, tcsh) and Shell scripting experience
- Ticketing system experience
You will use your engineering support experience in support of Apple's world class engineering teams. You must be skilled at researching solutions to issues using both internal documentation and external resources. Apple customer service engineering staff must possess the ability to effectively communicate with engineers and co-workers over the phone, in person, and via email or chat. Therefore, excellent oral and written communication skills are critical. Additionally, you will: - Follow department guidelines to assist engineers in gaining access to project related data. Adhere to Service Level Agreements (SLAs) in updating request tickets and resolving them. - Troubleshoot UNIX systems. This may include connectivity and remote access issues, secure access, disk space allocation, permissions issues and system error troubleshooting. - Set up virtual machines for users and special purpose use, initiating the kick-start process. - Demonstrate initiative and sound judgment within established guidelines and procedures to assist engineering customers in accessing systems and trouble-shooting infrastructure and environment problems.
Education & Experience
BA/BS Degree in a technical discipline or equivalent experience.