Site Support Engineering - Consumer (Pre-Flight)

Austin, TX 78701
  • Job Code
    200280286
Summary

Summary

Posted: Sep 10, 2021

Weekly Hours: 40

Role Number:200280286

Do you enjoy researching and resolving complicated technical issues? Can you quickly and effectively communicat...Summary

Summary

Posted: Sep 10, 2021

Weekly Hours: 40

Role Number:200280286

Do you enjoy researching and resolving complicated technical issues? Can you quickly and effectively communicate troubleshooting steps to others? If so, this job is for you! This position responds to and manages technical issues focusing on both iOS and macOS from Tier 2, retail stores, field engineers, TSPS, and others. In this position we collaborate with all groups involved in the technical issue process! Including Tier 2, Carpe Facto, Executive Relations, Customer Relations, AppleCare Engineering, Readiness Teams, Product Marketing, Legal, and other involved parties.

This position can be located in Elk Grove, CA or Austin, TX.

Key Qualifications

  • Candidates are required to have at least one year experience as a Tier 2 Advisor, Carpe Facto Advisor, Genius, or equivalent
  • Excellent verbal, written and interpersonal communication
  • macOS and iOS experience
  • Device activation and cellular technologies
  • All versions of Windows that are compatible with iOS devices
  • iTunes issues and resolutions
  • Work effectively with global and virtual teams and accommodate time differences
  • Ability to manage projects within tight timeframes and also work independently
  • Able to tackle different roles, assignments, and responsibilities as needed

Description

Site Support Engineering (SSE) Pre-Flight handles the first response on all incoming RTAs that can be addressed with quick and accurate replies. This position works closely with Site Support Engineering Research and also interacts with other groups involved in the technical escalation process including (but not limited to) Tier 2, Carpe Facto, Executive Relations, Customer Relations, iCloud Engineering, AppleCare Engineering, Readiness Teams, Product Marketing, Legal, and other involved parties. You'll work under tight deadlines in a fast-paced dynamic environment that demands high quality, creativity, and consistency.

Responsibilities include:
Research, investigate, and provide high-quality written responses to technical issues

Provide higher-level guidance for support inquiries for macOS and iOS operating systems

Create technical Knowledge Base articles and other communications

Review of technical materials such as submitted articles, trainings, etc

Routinely interact with primary Tier 2 through meetings, feedback, and other means

Help identify and contribute to technical support needs within the Tier 2 organization

Assist in reporting of issues and keep management informed of emerging issues

Attend, host, and coordinate meetings

Position requires working a minimum of one weekend day a week

SSE is open on all holidays

Occasional travel could be required

Education & Experience

BA or BS degree or equivalent experience

Additional Requirements

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Site Support Engineering - Consumer (Pre-Flight)

Apple, Inc.
Austin, TX 78701

Join us to start saving your Favorite Jobs!

Sign In Create Account