AppleCare Platforms Support Engineer

Cupertino, CA
  • Job Code


Posted: Aug 21, 2019

Weekly Hours: 40

Role Number: 200091914

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish

The people here at Apple don't just create products - they create 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 the voice of the customer and drives customer issues to resolution. The AppleCare Platforms & Services Support Engineering (ACE) team strives to discover opportunities that exist within Apple's products to drive product usability and reliability improvements. The team is responsible for macOS, iOS, watchOS, and tvOS software

You will be a passionate support engineer and an expert at identifying, quantifying and qualifying top field issues. You will partnering with Product Engineering, Marketing and AppleCare Service & Support groups to develop and implement support response plans and driving in-product improvements or self-help solutions

Key Qualifications

  • 2+ years Support Engineering or equivalent experience
  • Analytical thinker who thrives on data collection, analysis, and strategic decision-making based on quantitative results
  • Scrupulous attention to detail and technically proficient in Apple products
  • Strong problem-solving and critical thinking skills
  • Superb organizational and time management skills
  • Multi-tasking and prioritization of ongoing responsibilities with business critical product launches and escalations
  • Excellent verbal, written and interpersonal communication skills
  • Ability to work with minimal guidance, self-motived and reliable
  • Strong work ethic and ability to deliver assigned work on time
  • Understands the importance of confidentiality
  • Skilled at root-cause analysis of technical issues
  • Proficiency with authoring technical documents for a variety of audiences
  • Extensive experience in the customer services or support industry a plus


In this role, your responsibilities will include; research, investigate, and provide high quality guidance on product issue escalations. You will research and implement appropriate interventions to resolve or mitigate product issues and support processes. You will provide expert technical and customer support, status information, issue resolution and other forms of assistance to customer support groups. Maintains an effective and timely response process to provide technical solutions for customers with escalated issues

Works with Apple engineering, third party companies and conducts independent research in the lab as necessary, providing expert, high level troubleshooting and issue isolation for product issues. Works closely and maintain relationships with business partners (such as Software Engineering, Marketing and others) with the objective of responding to support issues. Partners with analysis and reporting teams to understand overall support impact. You will respond to technical escalations that are obtained from exception processes

Supports prioritization of product issue investigation efforts, including the review of Tier 1 and Tier 3 escalation drivers. Reviews and enables data collection methods, to ensure they are logical and meet the support needs for successful AC Engineering - Software Response activities (Trigger reviews etc.). Help build product feedback reports to drive action with ACE partners as necessary. As needed, creation of technical documentation and other communications to mitigate or resolve product issues. Attending, contributing, hosting and coordinating meetings associated with assigned products

Reports product issues to Apple Engineering and Product Marketing, prioritizing as necessary. Hosts meetings as appropriate to present and respond to customer issues. Routinely seeks out opportunities to interact with primary escalation audience through meetings, feedback, and other means. Flexible in schedule, to accommodate business critical meetings i.e. early morning, or at night when necessary, may require to work weekends during high activity periods such as product launches. Works with a global mindset to ensure in-region and out-of-region product issues are investigated, understood and the best possible response plans set up

Contribute to product quality assessment by analyzing customer product feedback, case data, escalations and other data sources. Partners with New Product Readiness to identify potential issues in product development phases. Acts as a task force leader by coordinating, planning, and implementing special technical projects which may require providing work direction to other employees. May act in a supervisory role on a project by project basis. All other roles and responsibilities determined appropriate for a member of ACE Engineering

Education & Experience

BS degree (Computer Science or Engineering preferred) or equivalent experience

Additional Requirements

  • - Occasional travel may be required

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AppleCare Platforms Support Engineer

Apple, Inc.
Cupertino, CA

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