AppleCare Platforms Support Engineer

Summary Posted: Feb 21, 2024 Role Number: 200539676 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. Our organization believes in the power of optimized support tools and infrastructure to drive world-class customer support. We're seeking a seasoned leader who is passionate about delivering results, adept at balancing task execution with identifying process improvement opportunities, formulating strategic plans, and leading teams and stakeholders to deliver impactful outcomes. AppleCare Engineering strives to discover opportunities that exist within Apple's products to drive product usability and reliability improvements. The Platform Support Response team is seeking candidates to fill the role of Support Engineer. The ideal candidate is passionate about using data-driven product feedback to help make products easier for customers to use. Key Qualifications Key Qualifications At least 2 years of Support Engineering or equivalent experience. Experience presenting to large audiences including Sr. Leadership teams. Analytical thinker who thrives on data collection, analysis, and strategic decision-making based on quantitative results. Strong problem-solving and critical thinking skills with examples of solving unique problems with out of the box solutions. Experience at root-cause analysis of technical issues. Experience telling compelling stories and influencing business decisions using data and feedback. Curious about how customers use Apple products and technically proficient in Apple products and deep knowledge of Apple operating systems. Description Description Responsibilities Include: Drive the understanding of customer experience opportunities with engineering and produce results by reducing the number of incoming calls to AppleCare. Analyze customer product feedback, case data, escalations and investigations to contribute to the success of our customer experience opportunity program. Partner with analysis and reporting teams to understand overall support impact of emerging issues then research, investigate, and provide high quality guidance on product issues to mitigate call volume. Report product issues to critical teams, hosts meetings as appropriate to present opportunities and respond to inquiries. Provides expert technical and customer support, status updates, issue resolution and other forms of assistance to customer support and other key partner groups. Build product feedback reports on a regular cadence to drive action with partners along with the creation of technical documentation and other deliverables to mitigate or resolve product issues in a timely manner. Education & Experience Education & Experience Bachelors degree preferred or equivalent experience Additional Requirements Additional Requirements Available to work nights and weekends as needed Pay & Benefits Pay & Benefits At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $75,400.00 and $135,600.00, and your base pay will depend on your skills, qualifications, experience, and location. Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits. Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program. 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.