Technical Support Engineer

    • Austin, TX

Summary

Posted: Feb 24, 2020

Weekly Hours: 40

Role Number: 200151517

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. We're seeking a Technical Support Engineer to work in our iCloud Support Engineering group to closely monitor top support issues after product launch, identify gaps across all support tiers, tools and resources needed to better support the new features worldwide. This role can be located on our corporate campuses in Austin, Sacramento or Santa Clara Valley.

Key Qualifications

  • High technical acumen, including ability to analyze a variety of client-side and server-side logs
  • Strong quantitative and qualitative analytical skills
  • Demonstrated ability to manage a high workload and multiple responsibilities within strict deadlines
  • Excellent organizational skills
  • Impeccable interpersonal skills, including the ability to adapt communication style to meet the needs of different audiences
  • Demonstrated ability to properly isolate, diagnose, and solve complex account systems or cloud-computing services
  • An acute understanding of all Apple products, especially Apple's online services, and Internet businesses in general
  • Knowledge of web technologies, including HTML, JavaScript, and XML
  • Project management or related experience would be a plus


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, QA, Engineering, Systems Administrators, and Marketing to implement our analysis' recommended changes.

Education & Experience

BS/BA or equivalent work experience

Additional Requirements

  • For employees located outside of Santa Clara Valley, frequent travel may be a requirement of this position


Working at Apple means doing more than you ever thought possible and having more impact than you ever imagined.

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