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Apple iCloud Site Support Engineer Response United States, California, Elk Grove 241093641
23.01.2025
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. Excellent communication and teamwork are a requirement, as you will be asked to work closely with bug originators, team members, and other engineering teams.
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 iCloud Services and Support
- 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
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 $77,700 and $116,500, and your base pay will depend on your skills, qualifications, experience, and location.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.
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