Advanced Analytics Data Engineer, AppleCare
At Apple, new ideas have a way of becoming great products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. AppleCare Support Enablement builds the monitoring and the metrics that drives the quality of our customer experiences. Anything and everything from Emergency Satellite support to resetting passwords, we’re measuring the quality, the efficiency and the outcomes of every assisted customer support interaction.
As AppleCare Support engages with the rest of Apple to bring new Service and Support technologies to our customers, we need someone to provide focused support to our partners in IS&T, AppleCare Digital, AppleCare HW Service, and AppleCare Support Experiences. These teams are responsible for launching the support around products and services such as Apple Pay, our Satellite Technologies, Apple Account, AppleCare+ and many projects yet to come.
AppleCare Support Enablement’s Forecasting and Advanced Analytics team is looking for a self-motivated and technically creative personality to be part of a technically diverse and globally distributed team. We are seeking an experienced Data Engineer to represent the needs of the forecasting, analytics and reporting teams that are key to decision making across Support.
Responsibilities include:
Work with multiple teams and support multiple future projects with widely varying timelines
Ensure that project teams remain aware of the need to capture appropriate data throughout the customer support experience
Partner with cross-functional teams to identify, create, and maintain data pipelines
Support the data science and analytics teams that are driving operational performance
Support the forecasting organization by sharing project impact assessments
- BA/BS in data science, business analytics, statistics or other quantitative field of study
- 6+ years of related work experience in decision/data science, consulting, or other related business facing role
- Fluency in SQL and Python
- Experience building robust and scalable data processes and pipelines for modeling, analysis, and reporting
- Experience working in collaborative development environments like GitHub
- Master’s Degree in related quantitative field
- 8+ years of related work experience in decision/data science, preferably in an operations role
- Experience working with Snowflake or similar large SQL warehouse environments
- Experience with BI processes and dashboard tools like Tableau
- Familiarity with unstructured data tools and formats like Splunk logs and JSON files
- Ability to initiate, refine, and complete projects with minimal guidance
- Ability to think critically and collaborate cross-functionally with other data engineering, data science and analytics stakeholders distilling abstract requirements into clear data product
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