AppleCare Engineering - Response Engineer - iCloud/Apple ID

Sunnyvale,California,United States

Support and Service

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 Engineering is looking for an extraordinary person to provide project management and technical support for consumer and professional applications. This individual will exemplify AppleCare's expert technical support paired with outstanding customer service for Apple's software apps. This person is a problem solver, who understands the big picture for Apple in terms of customer experience, can take charge, handle simultaneous projects, and works well in a team environment. This person represents AppleCare as the liaison between Apple’s contact centers, Engineering, Product Marketing, and Operations in order to provide the best possible customer support experience.

Description

You will serve as the direct owner for the end-to-end Support Experience worldwide for one or more feature-sets within iCloud, Apple ID, iMessage, FaceTime, or Game Center. We respond to critical issues from Apple Support teams worldwide, delivering immediate workarounds and resolutions as well as driving root cause fixes for issues. We analyze data and trends to find opportunities for improving the overall customer experience and support. You will work closely with Apple's Support organizations, Engineering, Systems Administrators/SRE, Legal, and Marketing to implement our analysis' recommended changes. Identify efforts and drive them without managerial oversight Work closely with readiness partners for upcoming features/changes in your area(s) of responsibility, and work closely with multiple multi-functional teams to provide timely, actionable data and feedback related to new product launches. Provide oversight and guidance of escalation queue handling to Site Support Engineering Response Serve as a key stakeholder to the contact center for any documentation, training, and tools necessary to support your product area(s).

Minimum Qualifications

Key Qualifications

• Minimum 5 years experience in technical support or related area.

• High technical savvy, including ability to analyze a variety of client-side and server-side logs

• Strong quantitative and qualitative analytical skills

• Demonstrated ability to manage a high workload and multiple responsibilities within strict deadlines

• Impeccable interpersonal skills, including the ability to adapt communication style to meet the needs of different audiences

• Demonstrated ability to properly isolate, diagnose, and solve complex account systems or cloud-computing services

• Excels at building and maintaining relationships with different audiences.

• Creativity, curiosity, and drive: Consistently thinks out of the box to increase efficiency and frequency of achieving your goals, and in overcoming challenges and hurdles.

• Strong organization skills and attention to detail.

• Excellent communication and presentation skills, written and verbal, to all levels of an organization.

• Leadership and influence: A passion for inspiring, motivating, and influencing others in the quest to achieve mutual goals.

Preferred Qualifications

Education & Experience

BS/BA or equivalent work experience

Additional Requirements

• Technical proficiency with Apple's software and services a plus (or alternatively, experience with consumer cloud services, such as Google Workspace, Microsoft OneDrive Personal Cloud, etc)

• Familiarity with bug/issue management tools a plus

• Ability to read and understand client and server logs a plus

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 $84,800 and $156,000, 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 (https://www.apple.com/careers/us/benefits.html) 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.Learn more about your EEO rights as an applicant. (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf)

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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 (Opens in a new window) .

Apple will not discriminate or retaliate against applicants who inquire about,disclose,or discuss their compensation or that of other applicants. United States Department of Labor. Learn more (Opens in a new window) .

Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you’re applying for a position in San Francisco,review the San Francisco Fair Chance Ordinance guidelines (opens in a new window) applicable in your area.

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Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .