ACE Product Support Engineer – Apple Media Products Jobs in Texas

ACE Product Support Engineer – Apple Media Products Jobs in Texas


Job title: ACE Product Support Engineer – Apple Media Products

Company: Apple

Expected salary:

Location: Austin, TX

ACE Product Support Engineer – Apple Media Products Job Details:

The AppleCare Support Engineering team acts as a bridge between Apple’s customers and product teams. We leverage our knowledge of Apple services and our relationships with Product Engineering, Marketing, and AppleCare to make a great support experience for new product introductions and we help the AppleCare organization prepare for upcoming launches related to Apple services. Our team is responsible for Apple Services which include the App Store & Apps, Apple Music, AppleCare+, Arcade, TV & Video, Fitness+, News, Books, Podcasts, and payment method and billing platform support. The Product Support Engineer is a product expert that can identify, quantify, and qualify top field issues as well as curate insights from customer feedback and share those insights to improve our products and services. This person will partner with cross-functional groups, Product Engineering, Marketing and AppleCare to develop and implement support plans, understand and drive resolution to emerging issues, advocate for product improvements and create self-help solutions.

Key Qualifications Key Qualifications

  • Technical proficiency with client/server environments and web services
  • Knowledge of iOS, macOS, watchOS, tvOS and Windows operating systems
  • Familiarity with Apple apps and ecosystem
  • Able to multitask and prioritize ongoing responsibilities with business critical product launches and technical escalations in a fast-paced environment
  • Able to leverage data collection, analysis, and reporting to make strategic recommendations and decisions
  • Strong problem-solving, critical thinking skills, and attention to detail
  • Ability to gauge support impact and advocate for the needs of our customers and advisors
  • Ability to work with minimal oversight and are self-motived and reliable
  • Project management experience; superb organizational and time management skills
  • Outstanding written, verbal, and interpersonal communication and presentation skills to all levels of an organization

Description Description

The Product Support Engineer responsibilities include: Being the subject matter authority of assigned product, service, or technology Partnering with Product Readiness during the development phase to identify potential issues, forecast support requirements, and streamline advisor workflow and customer journeys. Tracking and reporting of overall support impact of issues and product changes and enhancements to share and prioritize top issues and drive resolution with Engineering teams Researching and investigating critical technical issues and providing high quality guidance to contact center advisors Curating and generating customer insights to drive product improvement discussions with Engineering and Marketing Responding to emerging issues through monitoring early detection tools, handling technical escalations, isolating issues through independent research and multi-functional collaboration Identifying areas for research and conducting deep dive analysis to understand underlying product issues Working with a global approach to ensure the best possible response plans are set up

Education & Experience Education & Experience

Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or 3 years and a Master’s degree; or a PhD without experience; or equivalent work experience.

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