iCloud Site Support Engineer Response

Summary

Posted: Jan 22, 2025

Role Number:200587902

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 technical issues? Do you enjoy analytical research and working with global teams? Are you a great communicator with the ability to impact the teams you support? If so, this job could be for you. The Site Support Engineering team supports the Apple Care contact center through escalation and advocacy, across all of Apples innovative produces, including iPhone, iPod, iPad, Apple TV, Apple Watch, iTunes, macOS, visionOS and Services. We are seeking a creative and organized support engineer to report, triage and escalate bugs from Site Support Engineering to engineering organizations through reporting and advocacy. This position collaborates with all groups involved in the technical issue escalation process including Tier 2, Tier 3, Carpe Facto, Executive Relations, Customer Relations, AppleCare Engineering, Readiness Teams, Product Marketing, Legal, and other involved parties.

Description

In this role you will be the bridge between our AppleCare Tier 3 and Tier 4 Support Engineering organizations, ensuring necessary information and technical issues are communicated rapidly and effectively to both parties. You will triage and escalate bugs to our engineering partners, originating from Tier 3. You will be advocating for our customers and ensuring our internal team members are equipped with the necessary information to support our customers. 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. Over time, your expertise in your support technologies will become paramount to the role, and will provide further opportunities to document, educate, and lead. Excellent communication and teamwork are a requirement, as you will be asked to work closely with bug originators, team members, and other engineering teams. Additional Responsibilities: -Screen and triage incoming bugs (understand, clarify, and provide guidance) for our engineering teams. -Report on, and maintain Site Support Engineering issue drivers and Contact Center issue tracker guidance. -Analyze case data and trends to identify opportunities and make recommendations for improving the overall customer experience. -Attend, host, and coordinate meetings. -Routinely interact with primary issue audience (Tier 3) through meetings, feedback, and other means. -Capable of being a resource to provide guidance for complex technical issues, and ensure rapid identification of emerging issues. -Identify potential trends in incoming bugs and call out to multi-functional team members. -Work directly with engineering and AppleCare Engineering teams in order to solve complex problems.

Minimum Qualifications

• 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

• Impeccable communication skills, including the ability to adapt communication style to meet the needs of different audiences
• Multi-tasking and prioritization of ongoing responsibilities with business critical product launches and escalations
• Able to effectively on global and virtual teams and accommodate time differences.
• Understands the importance of confidentiality
• Analytical thinker who thrives on data collection, analysis, and strategic decision-making based on quantitative results
• Expert-level familiarity with iCloud Services and Support
• Ability to work independently and be self-directed
• Enjoys learning more than being right
• Higher education which includes technical studies is preferred
• Makes space to listen, learn, and amplify diverse perspectives and experiences
• Actively seeks out opportunities to champion and celebrate inclusion and diversity