Job posting has expired
AppleCare Engineering - Response Engineer - iCloud/Apple ID
Apple, Inc. | |
United States, California, Sunnyvale | |
May 16, 2024 | |
Summary
Posted: May 9, 2024 Role Number: 200549405 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). Key Qualifications
Education & Experience BS/BA or equivalent work experience Additional Requirements
Pay & Benefits
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
|