Support Engineer for Apple Media Products

Santa Clara Valley (Cupertino), California, United States
Support and Service


Posted: Jul 31, 2019
Weekly Hours: 40
Role Number: 200082884
AppleCare Engineering, Software & Services, is a group that works to represent Apple's World Wide contact centers and Apple's customers to groups within Apple to improve product quality and usability. The team is responsible for Apple Media Products and Services (App Store, Apple Music, iTunes Store, News, Books, TV) and payment platforms (ApplePay and others) and Apple OS platforms (iOS, macOS, tvOS, watchOS) support and is seeking candidates to fill the role of Support Engineer. We are the bridge between Apple’s customers and products, contributing to the quality of Apps, Music, Video, Books, News, Podcasts, Games by discovering product or service issues to provide fast resolution to our customers. You will work with Engineering, Product Marketing, Legal, Operations, and others to prepare for and deliver the best possible customer support experience by utilizing your technical expertise.

Key Qualifications

  • Technical product support experience with consumer products.
  • High energy with ability to juggle multiple priorities.
  • Proficiency with App Store services, iOS, Mac OS, watch OS and tvOS.
  • Knowledge of Contact Center operations and support processes.
  • Strong quantitative and qualitative analytical skills.
  • Ability to translate technical topics into customer facing content.
  • Outstanding communication and presentation skills, written and verbal, to all levels of an organization.
  • Excellent verbal and written proficiency.


AppleCare Support Engineer is a technically savvy individual and a customer advocate. You are also a natural leader who understands the big picture for Apple in terms of customer support. You thrive in dynamic environments, can lead multiple priorities and projects simultaneously, and work well in teams. You will be focused on identifying emerging issues, triaging and analyzing them before advancing to Engineering teams to resolve. You'll cover the gamut of Apple Media Products and Services, including App Store, Apple Music, iTunes Store, Video, News, Books Store, Podcasts. You will collaborate extensively with cross-functional teams like AMP Operations, Store Engineering, Technical Support teams, Marketing, Contact Center Operations, and Online teams. ENGINEERING COLLABORATION - Actively monitor internal sites in multiple languages to discover issues, maintain top issue list and work with Engineering to prioritize them. - Participate in identifying potential customer issues and support risks during new product development phase. - Conduct technical analysis of issues, performing root cause investigation and review with technical and operational support teams. - Present customer insights to internal partners to enable fast insight and resolution. - Lead regular meetings to identify emerging product issues and bugs causing customer contacts. PRODUCT SUPPORT - Drive deep dive analysis on sustaining issues by collaborating with Carpe Facto research team. - Provide regular reporting and presentation of data to exec levels (ie. Monthly, Quarterly and Regional reporting, Reporting to Finance). - Collaborate with other Analytics teams to develop reporting to communicate contact driver summaries and critical issue resolution information. - Drive improvements to customer support tools, incorporate feature enhancements, streamline support workflows, and identify scalable solutions. - Develop and maintain an industry wide expertise of products and technologies in assigned areas. - Provide global support for new product launches, evaluate success of product releases via support metrics and present findings/reporting to management. CROSS-FUNCTIONAL LEADERSHIP - Work with AppleCare and Engineering teams to ensure that issues found in previous product releases have been addressed in newer versions. - Coordinate, prepare, and review technical knowledge base articles and operational procedures for both end users and internal support advisors. - Provide direction, goals, objectives and priorities for AppleCare functions throughout the new product development cycle. - Conduct seminars utilizing specific areas of technical expertise to enhance the skills of other AppleCare Engineering and Contact Center personnel.

Education & Experience

Engineering, Finance or Economics Bachelor's degree with equivalent experience. Typically requires a minimum of 3-5 years of related experience in technical area.

Additional Requirements

  • - Technical proficiency with client/server environments and Internet Services.
  • - Knowledge of iOS, Mac OS, watch OS, TV OS and Windows operating systems, and familiarity with Apple apps.
  • - Fluency in multiple languages is a plus, Mandarin preferred