Product Insights Support Engineer
Austin, Texas, United States
Support and Service
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 build products — they craft 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.
Product Insights Support Engineering forms the essential link between users and engineering groups. As a member of the team, you are an instrumental partner in the creation of reliable, simple-to-use products, striving to supply engineering teams with actionable user feedback data that helps Apple builds the world’s most innovative and revolutionizing products. You are responsible for active readiness participation through various engagement models and the delivery of engineering-actionable product feedback from the user population. You will work cross-functionally to resolve product specific user support needs and engineering feedback loops. If you are passionate about influencing product design and applying your advanced support skills to a broad range of products under development, this may be the job for you.
Key Qualifications
- Typically requires a minimum of 2-3 years of related experience in technical area
- Thorough knowledge of Apple products
- Advanced troubleshooting skills, ability to give clear technical direction and solutions
- Excellent follow through, organizational ability, and flexibility in a dynamic, demanding environment
- Natural ability to provide comprehensive and accurate product feedback; Skilled in isolation and troubleshooting to identify software and hardware issues
- Outstanding communication and presentation skills, written and verbal, to all levels of an organization; Additional language skills are a plus
- Strong interest in the latest technologies and motivation to keep learning; Ability to work independently without frequent direction
- Strong teammate who furthers collaboration; Excellent people interaction skills
- Welcomes change and new opportunities; Willing to accept new assignments and responsibilities as needed
- Understands the importance of confidentiality
Description
Technically savvy individual and a strong customer advocate
Natural leader who understands the big picture for Apple, in terms of customer support
Thrive in dynamic environments, ability to run multiple priorities and projects simultaneously
Provide support for users, including technical and non-technical inquiries
Continuously look for opportunities to maintain product feedback quality at a high level by ensuring bug reports are actionable by engineering teams
Contribute to product quality assessment by analyzing customer insights, case data, blocking issues and other data sources
Partner with AppleCare Support Readiness to identify potential issues in product development phases
Provide engineering support as necessary on a per project basis
Align with engineering requirements/processes
Identify opportunities for product feedback through product testing (lab) and file bug reports as appropriate
Apply targeted (engineering directed) feature testing, on a per product or per user basis
Improve quality of product feedback via outbound email, phone or survey setup / follow-up
Education & Experience
BS or equivalent experience required