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Apple AppleCare Developer Support Escalation Specialist United States, North Carolina, Cary 108961377
25.03.2025
Description
In this role you will be independently performing the following functions. - Resolving escalations from AppleCare Partner Relations Developer Support Advisors - High profile partner management requests or issues - Legal escalations or cases with high levels of media visibility - Interact with tools and systems that may contain sensitive data or permissions - Transactions that involve grey areas, or are not documented, requiring high levels of independent judgment and advanced program knowledge - Projects involving Advisor procedure development and specialized support issue analysis - Identify trending issues and collaborate with Content Strategy to determine Developer Support process updates or prepared responses - Triage and/or manage WW Developer Relations Support Radars and Help Central Tickets - Support Developer events as needed - Support in testing Developer systems issues or new features in both production and testing environments
Minimum Qualifications
- Experience working with cross-functional teams and organizations.
- Project or process management experience
- Capable of working independently and consistently using independent judgment to resolve cross-functional issues that may be unique, new, or not clearly documented in general resources.
- Deals well with ambiguity and navigating new or undefined situations.
- Excellent verbal and written communication skills, with proficiency in English.
- Strong relationship management skills, with the ability to build relationships across multiple teams and use various resources to research issues and determine solutions.
- Competence in effectively tailoring communication and style to differing audiences.
- Effective time management, including ability to multi-task, organize, and prioritize, across multiple assignments, requests, systems and tools.
- A passion for helping to resolve issues, and provide the pinnacle of customer experience.
- Ability to effortlessly engage, explaining step-by-step solutions with patience and an approach tailored to each individual Developer.
- Capable of discerning when issues are out of scope and need escalation to other organizations or need additional input and approval from higher level decision makers.
- Can resolve complex problems and escalations that require a broad understanding of the functional teams involved and where to find answers.
- Experience working with sensitive data and high-level access to systems and tools.
- Analyze, isolate and resolve a variety of complex issues, and comfortably navigate a technical environment.
- Able to research and analyze information across multiple tools while talking with customers.
- Experience in Developer Support and proficient with Special Review and Developer Support processes and handling.
Preferred Qualifications
- BA/BS degree plus 3-5 years of relevant experience
- Participation in a Career Experience or rotational role with WW Developer Relations
Additional Requirements
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.
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