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Apple AppleCare Response Site Support Engineer United States, Texas, Austin 121880089
03.08.2024
Description
In this role you will be the bridge between our AppleCare Tier 3 and Tier 4 Support Engineering organizations, ensuring necessary information and technical issues are communicated rapidly and effectively to both parties. You will triage and escalate bugs to our engineering partners, originating from Tier 3. You will be advocating for our customers and ensuring our internal team members are equipped with the necessary information to support our customers.This role is suitable for those who crave the opportunity to learn and synthesize massive amounts of knowledge around expected behaviors, device capabilities, ecosystem interactions, and developing technologies. Over time, your expertise in your support technologies will become paramount to the role, and will provide further opportunities to document, educate, and lead.Excellent communication and teamwork are a requirement, as you will be asked to work closely with bug originators, team members, and other engineering teams.Additional Responsibilities:• Screen and triage incoming bugs (understand, clarify, and provide guidance) for ourengineering teams.• Report on, and maintain Site Support Engineering issue drivers and Contact Center issuetracker guidance.• Analyze case data and trends to identify opportunities and make recommendations forimproving the overall customer experience.• Attend, host, and coordinate meetings.• Routinely interact with primary issue audience (Tier 3) through meetings, feedback, and othermeans.• Capable of being a resource to provide guidance for complex technical issues, and ensure rapid identification of emerging issues.• Identify potential trends in incoming bugs and call out to multi-functional team members.• Work directly with engineering and AppleCare Engineering teams in order to solve complexproblems.
Minimum Qualifications
- • 3+ years Support Engineering or equivalent required
- • Ability to work during the hours of operation for this team which may include nights,
- weekends, and holiday
Preferred Qualifications
- • Impeccable communication skills, including the ability to adapt communication style to meet the needs of different audiences
- • Multi-tasking and prioritization of ongoing responsibilities with business critical product launches and escalations
- • Able to effectively on global and virtual teams and accommodate time differences.
- • Understands the importance of confidentiality
- • Analytical thinker who thrives on data collection, analysis, and strategic decision-making
- based on quantitative results
- • Expert-level familiarity with macOS and iOS platforms
- • Ability to work independently and be self-directed
- • Enjoys learning more than being right
- • Higher education which includes technical studies is preferred
- • Makes space to listen, learn, and amplify diverse perspectives and experiences
- • Actively seeks out opportunities to champion and celebrate inclusion and diversity
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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