Role Number: 200474517

• 12+ years in a senior technical escalation support role.
• Experience serving as the technical point of contact for critical escalations from corporate, education and government customers.
• Experience responding to critical customer-facing and internal executive-level escalations
• Strong interpersonal, written and oral communication skills in stressful or ambiguous situations with an ability to communicate effectively with both technical and non-technical partners.
• Deep technical understanding and industry-recognized certifications in one or more of the following areas: Networking and Wi-Fi, End-point protection, AzureAD and Exchange, MDM / EMM / UEM
• Ability to effectively participate and lead conference calls with a large mixed audience.
• Familiarity with large Apple device deployments and device management.
• Experience with Microsoft services utilized by our customers using native applications running on Apple hardware is a plus.
• Possess an understanding of the functionality of Microsoft Azure, Modern Authentication including Federated Authentication for AxM, Exchange Services, Intune (other MDM providers also a plus), other Microsoft services and how these services work with Apple products.
• Consistent track record of collaboration, facilitation, problem solving, leadership, partnership management.
• Act independently to determine methods and procedures on new duties or objectives.
• Work on significant and unique issues where analysis of situations or data requires an evaluation of intangibles.
• Exercise independent judgment in methods, techniques and evaluation criteria for obtaining results.
• Create formal networks involving coordination among groups.

In addition to strong technical skills, a new team member should have excellent 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 cross-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 Manager 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.

Bachelor's degree or equivalent experience in a technical field such as computer science, engineering, or information technology.