Senior Manager, Enterprise Product Support Engineering

Summary Posted: Mar 14, 2024 Role Number: 200541636 Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job, and there's no telling what you could accomplish. The people here at Apple don’t just craft 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 Consumer and Enterprise Services (ACES) is currently seeking candidates for Senior Manager of Enterprise Product Support Engineering (PSE). The Product Support Engineering Manager will lead a team of highly tenured, highly technical, support engineers who investigate complex customer issues, provide consultation and mentoring to Enterprise support engineers, and work with Product Development and Product Marketing to ensure Enterprise customer priorities are considered in product design. Key Qualifications Key Qualifications Minimum of 15 years experience in a senior technical support role, including 5 or more years as a manager. Experience leading a tenured, highly technical, geographically diverse team. Possess a passion for investigating and resolving critical customer issues, with the ability to understand the impact from the customer’s perspective. Knowledge of Apple products and the associated technologies typically found in Enterprise environments, including device management, networking, mail/messaging, and security. Ability to guide multiple investigations in parallel, using various collaboration tools to align work Experience influencing Product Engineering on features important to Enterprise customers. Ability to explain technical issues and paths to resolution to Apple and customer senior leaders. Track record of developing strong cross-functional and cross-regional relationships. Description Description Responsibilities Include: Lead a worldwide team of Product Support Engineers, ensuring they meet or exceed performance goals. Provide technical and procedural guidance to Enterprise team members. Collaborate with Product Marketing and Product Engineering to drive Enterprise bug fixes and enhancements. Participate in customer meetings and provide clear communication on plans to address critical issues. Mentor ACES managers to develop their technical, influencing, and leadership skills. Develop strong relationships with key partners, including Product Development, Product Marketing, and Field Engineering. Collaborate with ACES leadership team to develop organizational goals and objectives. Education & Experience Education & Experience Bachelor’s Degree or equivalent required; Master's or higher degree in a related field a plus. Additional Requirements Additional Requirements This position may require occasional domestic or international travel, as well as availability during evenings and weekends to support critical customer issues.