Customer Support Engineering Manager

Austin, Texas, United States
Software and Services

Summary

Posted:
Weekly Hours: 40
Role Number:200181774
The people here at Apple don’t just build products they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it! AppleCare Enterprise Services (ACES) is currently seeking candidates for a Customer Support Engineering (CSE) Manager position based in Austin, Texas. The ACES team is responsible for identifying, evaluating, resolving, and escalating technical issues and trends on behalf of Enterprise contract customers. The CSE Manager will lead a team of support engineers whose primary role is to investigate and deliver high quality responses to technical issues. The manager of this team, will collaborate with Apple Engineering for Enterprise, and will partner with other Apple teams such as Account Management, Systems Engineering, and Consulting Engineering, to deliver an exceptional customer experience.

Key Qualifications

  • Customer focus and technical excellence, with a passion for solving critical customer issues in an effective and efficient manner
  • Minimum of 5 years technical support; preferably supporting Enterprise customers and Apple products, in a leadership role
  • Familiarity with managing projects, ideally with 1-2 years of experience implementing cross-functional, worldwide initiatives
  • Enterprise technical support experience in diverse environments

Description

The Support Engineering Manager leads a team responsible for the delivery of customer feedback to partners in engineering to help develop longer-term product improvements that address field reported product usage issues. Most critically, this person is responsible for helping their team manage relationships at Apple to ensure a high degree of engagement and influence over key partners. Specific responsibilities for this role include: Address critical issues from contract customers regarding technical assistance, contract terms and conditions, and scope of support in an efficient and professional manner. Manage a team of technical support professionals ensuring they meet or exceed performance goals, including response times and customer satisfaction. Acts as a technical mentor for team members and directly assist with complex issue response and resolution. Work with other AppleCare managers on initiatives to improve business operations and the customer experience. Drive operational improvements and work multi-functionally with other teams at Apple. Recommend and implement strategic ideas and operational strategies for the ACES team. Contribute to policy planning, program development and refinement, staff and talent development, strategy and budget planning, business forecasting and operational analysis. Develop collaborative relationships with Apple’s software and hardware engineering teams as well as various Apple sales teams (Enterprise, Education and Government). Provide guidance to the team on multiple technology areas, including: iOS deployment, Windows Server, Exchange, Active Directory, Network, Open Directory, UNIX, and RAID storage technologies configuration and troubleshooting. Scripting and programming including AppleScript, Java, PHP, Perl Demonstrate proactive, exceptional, verbal and written communication skills, with a particular emphasis on communicating and managing expectations with senior management at strategic accounts

Education & Experience

Bachelor’s degree in a relevant field preferred; graduate degrees are a plus

Additional Requirements

  • This position requires some domestic and possibly international travel, as well as on-call duty rotation, including occasional weekends.