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Enterprise Senior Technical Support Engineer, Network Specialist
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![]() United States, Texas, Austin | |
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Summary
Posted: Oct 20, 2023 Role Number: 200514150 Imagine 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. Description In 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 skills Key Qualifications
Education & Experience Bachelor's degree or equivalent experience in a technical field such as computer science, engineering, or information technology. Additional Requirements More
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