Job Details

Weekly Hours: 40

Role Number: 200630144-0157

Summary

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.

AppleCare is Apple’s premier Service and Support organization providing award-winning technical support and product service to our global customer base. AppleCare 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.

Description

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.

Minimum Qualifications

• 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.

Preferred Qualifications

• 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

• Knowledge of web technologies, including HTML, JavaScript, and XML.

• Project management or related experience

• Experience reviewing server side logs to identify root cause of technical issues

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 (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) .