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AppleCare Platforms Support Engineer
LOS ANGELES CA 90001
Category: Computing, Publishing
  • Your pay will be discussed at your interview

Job code: lhw-e0-84952488

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  Job posted:   Fri Feb 23, 2018
  Distance to work:   ? miles
       
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AppleCare Platforms Support Engineer

# AppleCare Platforms Support Engineer


Job Number: 113429773

Santa Clara Valley, California, United States

Posted: 26-Jan-2018

Weekly Hours: 40.00


**Job Summary**

Join AppleCare Engineering to be the voice of the customer and drive customer issues to resolution.


The AppleCare Platforms & Services Support Engineering (ACE) is a group that strives to discover opportunities that exist within Apple's products to drive product usability and reliability improvements.


The ACE Response team responsible for iOS, watchOS and tvOS software is currently seeking candidates to fill the role of Support Engineer. The ideal candidate is passionate about using data-driven product feedback to help make Apple's products easier for customers to use. As a Support Engineer you are an expert at identifying, quantifying and qualifying top field issues. Partnering with Product Engineering, Marketing and AppleCare Service & Support groups you are responsible for developing and implementing support response plans and driving in-product improvements or self-help solutions.




**Key Qualifications**

* Scrupulous attention to detail and technically proficient in iOS products with cellular capabilities

* 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 on assigned tasks with minimal oversight, self-motived and reliable

* Strong work ethic and ability to deliver assigned work on time

* Understands the importance of confidentiality

* Technical expertise in iOS software, telephony technologies, wireless technologies

* Keen eye for detail and skilled at root-cause analysis

* Analytical thinker who thrives on data collection, analysis, and strategic decision-making based on quantitative results

* Proficiency with authoring technical documentation for a variety of audiences Extensive knowledge of mobile telephony

* 2+ years Support Engineering or equivalent experience ideal

* Extensive experience in the customer services industry a plus**Description**

- Research, investigate, and provide high quality guidance on product issue escalations

- Provides 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

- Researches and implements appropriate interventions such as education and research to resolve or mitigate current or anticipated product issues and support processes

- Responds to technical escalations that are obtained from exception processes

- 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

- 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

- Occasional travel could be required


**Education**



**Additional Requirements**

- Occasional travel could be required


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