AppleCare Support Engineering - Apple Account Response DRI

Apple Care Support Engineering - Apple Account Response DRI

Sunnyvale, California, 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 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. Apple Care is Apple’s premier Service and Support organization providing award-winning technical support and product service to our global customer base. Apple Care Engineering - Apple Account & iCloud represents Apple's Worldwide contact centers and Apple's customers to groups within Apple to improve product quality and usability.

We are seeking an Apple Account & iCloud Support Engineering Response Manager to lead a team that collaborates with Engineering, Product Marketing, Legal, Operations, and others to deliver the best possible customer experience.

You will closely monitor top support issues after product launch, identifying gaps across all global Support tiers and leveraging available support tools and resources to better support new features. As DRI, you also own responding to escalations from Apple Support teams worldwide, delivering workarounds and resolutions, and driving root cause fixes for issues. You thrive on analyzing data and trends to identify opportunities and making recommendations for improving the overall customer experience, working closely with Apple's Support organizations, Quality Assurance, Engineering, Systems Administrators, and Marketing.

• Bachelors degree, or equivalent experience, with 8+ years of applicable professional experience
• A high technical acumen, including the ability to analyze a variety of client-side and server-side logs.
• Strong quantitative and qualitative analytical skills, fueled by the tenacity to resolve problems quickly.
• Demonstrated ability to manage a high workload and multiple responsibilities within strict deadlines.
• Excellent organizational skills.
• Impeccable communication skills, including the ability to adapt communication style to meet the needs of different audiences.
• Capable of determining direction and creating processes for teams supporting customer issues related to Apple Account
• Demonstrated ability to properly isolate, diagnose, and troubleshoot complex account systems or cloud-computing services.

• An acute understanding of all Apple products, especially Apple’s online services, and Internet businesses in general.
• Familiarity, or previous support of, Apple Account or iCloud related customer issues
• Project management or related experience
• Experience reviewing server side logs to identify root cause of technical issues

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $109,200 and $163,900, and your base pay will depend on your skills, qualifications, experience, and location.

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.

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.

Apple accepts applications to this posting on an ongoing basis.