Product Support Engineer, Wallet & Apple Pay

Summary Posted: Jul 29, 2024 Weekly Hours: 40 Role Number: 200560298 The AppleCare Support Engineering team acts as a bridge between Apple’s customers and product teams. We leverage our knowledge of Wallet & Apple Pay and our relationships with Product, Engineering, Operations, and AppleCare to create and iterate on great support experiences for our products. Our team is responsible for creating world-class support experiences and driving continuous product improvements for Apple Card, Apple Cash, Savings, Transit, Driver's License, and more. The Product Support Engineer is a product expert that can identify, quantify, and qualify top field issues as well as curate insights from customer feedback and share those insights to improve our products and services. This person will partner with cross-functional groups to develop and implement support plans, understand and drive resolution to emerging issues, advocate for product improvements, and build self-help solutions. Description Description YOUR KEY RESPONSIBILITIES INCLUDE: Being the subject matter expert for assigned Wallet & Apple Pay products, services, or technologies Partnering with Product Readiness during the development phase to identify potential issues, forecast support requirements, and streamline Advisor workflow and customer journeys Tracking and reporting on overall support impact of technical issues and other contact drivers to prioritize top issues and drive resolution with cross-functional teams Investigating and responding to emerging issues through monitoring early detection tools, reporting, and communication with contact center teams Identifying areas for research and conducting deep dive analysis to understand underlying product issues and customer confusion Curating and generating customer insights to drive product improvement discussions with Operations, Engineering, and Product teams Maintaining a global mindset and understanding how customers use products and interact with support channels differently in their location Minimum Qualifications Minimum Qualifications Bachelor’s Degree or 4+ years of related experience in customer support or technical support field Familiarity with Apple apps and ecosystem, digital wallets, and contactless payment systems Outstanding written, verbal, and interpersonal communication and presentation skills to all levels of an organization Key Qualifications Key Qualifications Preferred Qualifications Preferred Qualifications Able to multitask and prioritize ongoing responsibilities with business critical product launches and technical escalations in a fast-paced environment Skilled at leveraging data collection, analysis, and reporting to make strategic recommendations and decisions Demonstrates talent for filtering and distilling relevant information from technical teams to broader audiences to make difficult concepts easy to understand Consistently gauges and re-assesses support impacts and advocates for the needs of our customers and Advisors Enjoys building and maintaining relationships with cross-functional partners, is willing to ask them for help, and seeks to learn from their wisdom and expertise Education & Experience Education & Experience Additional Requirements Additional Requirements 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 $87,300 and $160,700, 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. More 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. Learn more about your EEO rights as an applicant.