Product Insights Support Engineer
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Product Insights Support Engineering forms the essential link between users and engineering teams. As a member of the team, you will support critical user studies by screening and classifying issues, analyzing data, and communicating directly with engineering and program partners. You will work across hardware operations, participant support, and data reporting, partnering closely with AppleCare Engineering and product engineering teams to close the loop between what users experience and what gets built.
If you are passionate about influencing product quality, comfortable working with unreleased hardware and software, and excited to apply analytical and communication skills to a broad range of products under development, this may be the job for you.
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Description
As a Product Insights Support Engineer, you will act as a strong participant advocate and the essential link between our users and engineering teams. You will ensure feedback is actionable by troubleshooting hardware and software issues, analyzing data, and delivering key product feedback that helps Apple build better devices.
Responsibilities:
Screen, tag, and classify incoming feedback for assigned programs to ensure data is actionable for engineering teams.
Provide support to program participants across email, Slack, and other channels for both technical and non-technical inquiries.
Analyze bug tracking data, survey results, and other feedback sources to assess product quality and report on trends.
Partner with AppleCare Engineering and Readiness teams to identify potential issues across product development phases.
Prepare, distribute, and manage hardware for assigned programs, including pre-release and shipped devices, while strictly following confidentiality and disclosure protocols.
Build and maintain dashboards and reporting tools using Tableau, Keynote, or similar software to communicate program health to stakeholders.
Design and deploy participant surveys, aggregate results, and improve the quality of product feedback through targeted outreach.
Collaborate cross-functionally with hardware, software, firmware, and product engineering teams to align on requirements and processes.
Preferred Qualifications
Ability to clearly explain technical concepts to audiences at all levels, including engineering and leadership.
Comfortable operating with ambiguity, managing multiple priorities, and adapting to evolving program needs.
Collaborative approach to building relationships across cross-functional teams.
Curiosity about artificial intelligence tools and an interest in exploring how they can improve triage, analysis, and reporting workflows.
Experience with bug tracking systems (such as Radar).
Minimum Qualifications
Bachelor's degree or equivalent practical experience.
2+ years of experience in product support engineering, quality assurance, or hardware/software test engineering, specifically involving pre-release or post-market consumer hardware and software issue investigation.
Background troubleshooting and isolating issues across both hardware and software, including determining root cause and documenting findings in writing for engineering teams.
Track record of analyzing structured data, such as issue tracking data, survey results, or usage data spanning multiple programs, to produce written reports that directly inform engineering, product, or program decisions.
Experience building recurring or live dashboards using Tableau or a comparable business intelligence tool.
Experience establishing new reporting processes, triage workflows, or quality metrics for product areas without existing frameworks.
Experience working with confidential, pre-release, or otherwise restricted materials, including a clear understanding of handling and disclosure protocols.
Pay & Benefits
Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote 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. Learn more about your EEO rights as an applicant
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At Apple, we believe accessibility is a fundamental human right. You'll find that idea reflected in everything here - in our culture, our benefits and our digital tools. By welcoming as many perspectives as possible, we help you build a career where you feel like you belong.
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Apple accepts applications to this posting on an ongoing basis.
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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.
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
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Financial and Retirement
Professional Development
Diversity and Inclusion
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