Senior CoreOS Engineer, AppleCare Enterprise Services

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!

As a CoreOS Engineer in Enterprise Services you will serve as the subject matter expert for our Enterprise Services organization, combining deep expertise with broad cross-domain knowledge. You will join a dynamic team dedicated to providing advanced technical leadership, driving documentation, and delivering training that empowers our support teams worldwide.

Description
In this role, you will act as a trusted technical advisor for complex customer challenges, internal consultations, and strategic initiatives. You will engage directly in customer calls to ensure consistent, high-quality technical support and drive issue resolution. Beyond direct case involvement, you will drive technical excellence at scale by guiding documentation, training, and peer development efforts across the organization.

Responsibilities
Serve as a comprehensive technical advisor and consultant across multiple focus areas, supporting high-impact enterprise customer issues and participating in customer-facing calls to drive resolution.
Provide technical leadership by shaping best practices, standards, and technical direction across teams.
Own, review, and evolve technical documentation, training materials, and knowledge-sharing initiatives, including delivering tech talks and mentoring sessions.
Partner with Engineering, Product, Sales, and Support teams to align on technical strategy, screen potential product defects, analyze trends, and provide actionable feedback.
Act as a senior consultative escalation point for Enterprise Customer Support Engineers across regions.
Design, build, and validate complex lab environments to reproduce, isolate, and resolve technical issues.

Minimum qualifications
Bachelor’s degree in computer science, engineering, information technology, or equivalent experience with 12+ years of industry experience in a technical engineering or support engineering role
Experience serving as a technical lead for customer-facing and executive-level escalations
Expertise in the following technical areas: platform stability, app security, platform security, and macOS process management

Preferred qualifications
Master's degree in computer science, engineering, information technology, or related field of study with 8+ years of applicable experience
Experience with scripting and software updates
Experience leading documentation, training, and peer development initiatives
Experience acting as a technical consultant to cross-functional partners and peers
Ability to operate in ambiguous or changing environments while maintaining technical rigor
Ability to communicate technical concepts to diverse audiences
Collaboration, leadership, presentation and facilitation skills
Ability to assess situations and determine technical solutions