Summary
Posted: Sep 26, 2024
Role Number:200570438
At Apple, we believe that dedication, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage, and inspire. By focusing on the smallest of details, we can make a big impact with our customers. Inclusion is a shared responsibility, and we hold ourselves and one another accountable for fostering a culture where everyone feels seen, heard and inspired to do their best work. The people here at Apple don't just craft products - they build the kind of wonder that's revolutionized entire industries. Building this environment starts with you! Do you enjoy researching and resolving complicated technical issues? Can you quickly and effectively communicate technical troubleshooting steps to others? If so, this job could be for you. The Apple Pay Site Support Engineering team responds to and manages technical issues from Tier 2, retail stores, field engineers, TSPS, and others. You will have the opportunity to foster collaboration with all groups involved in the technical issue escalation process including Tier 2, Carpe Facto, Executive Relations, Customer Relations, AppleCare Engineering, Readiness Teams, Product Marketing, Legal, and other involved parties. You'll work under tight deadlines with minimal supervision in a fast-paced dynamic environment that demands high quality, creativity, and consistency.
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Description
In this role you will be the bridge between our AppleCare Tier 3, Tier 4 Support Engineering Organizations and Apple Pay business partners to ensure rapid and efficient communication occurs with appropriate expectations. This role is suitable for those who crave the opportunity to learn and synthesize massive amounts of knowledge around expected behaviors, device capabilities, ecosystem interactions, and developing technologies regarding Apple Pay. Additional Responsibilities: - Research, investigate, and provide high-quality written responses to technical issues. - Provide higher-level guidance for support inquiries for iOS and macOS. - Capable of being a resource to provide guidance for complex technical issues, and ensure rapid identification of emerging issues. - Create technical Knowledge Base articles and other communications. - Review of technical materials such as submitted articles, trainings, etc. - Routinely interact with primary issue audience (Tier 2) through meetings, feedback, and other means. - Help identify and chip in to technical support needs within the Tier 2 organization Assist in reporting of technical issues and keep management informed of emerging issues. - Attend, host, and coordinate meetings. - All other roles and responsibilities determined appropriate for a member of SSE Research. - Occasional travel could be required.
- 3+ years Support Engineering or equivalent required
- Ability to work during the hours of operation for this team which may include nights, weekends, and holiday
Preferred Qualifications
- Candidates are required to have at least two years as SSE Consumer Pre-Flight supporting iOS or macOS
- Excellent verbal, written and interpersonal communication Technical knowledge of iOS and macOS platforms
- History of high-quality issues (RTAs) and the appropriate handling of related cases
- Ability to work independently and be self-directed
- Ability to work effectively on global and virtual teams and accommodate time differences.
- Ability to work nonstandard hours
- Ability to manage multiple projects within tight timeframes
- Able and willing to take on new roles, assignments, and responsibilities as needed
- Makes space to listen, learn, and amplify diverse perspectives and experiences
- Actively seeks out opportunities to champion and celebrate inclusion and diversity
Education & Experience
Additional Requirements
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- Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure 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.