Application Support Engineer

Austin, Texas, United States
Software and Services

Summary

Posted:
Weekly Hours: 40
Role Number:200289777
Do 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 Qualifications

  • 5 years in a technical operations or person responsible for a service
  • 2 years in a large enterprise working a Managed Application Service
  • Experience as a technical lead of a global enterprise service in a large company
  • Solid experience with global technology implementations (Cloud and on-prem)
  • Proven experience with technical administration and troubleshooting
  • Expert knowledge of macOS and iOS
  • Ability to script in various scripting languages (Python / Shell / Perl)
  • Concise and articulate communicator; confident at presenting
  • Obsessed with customer experience
  • Demonstrated ability operating as part of a dedication team, delivering objectives under tough deadlines and comfortable in an ever-changing, global environment

Description

We 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 year

Education & Experience

Bachelor’s degree or equivalent work experience

Additional Requirements

  • Experience with change management controls
  • Data analysis and presentation skills
  • Experience in data discovery and troubleshooting
  • 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 (https://www.eeoc.gov/sites/default/files/migrated_files/employers/eeoc_self_print_poster.pdf)
  • 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 (https://www.dol.gov/agencies/ofccp/executive-order-11246)
  • 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 (https://sfgov.org/olse/sites/default/files/Document/FCO%20Poster%20Set%20All%20Languages%2010%2001%2018.pdf) 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 (https://www.apple.com/jobs/pdf/EverifyPosterEnglish.pdf)
  • 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 (https://www.apple.com/jobs/us/accommodation_drugfree.html)