Apple Site Support Engineer, Consumer Research Team-macOS and iOS in Austin, Texas
Site Support Engineer, Consumer Research Team-macOS and iOS
Job Number: 113758253
Austin, Texas, United States
Weekly Hours: 40.00
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Do you love researching and resolving complicated technical issues? Can you quickly and effectively communicate technical troubleshooting steps to others? If so, this job is for you. This position responds to and handles technical issues for both macOS and iOS from Tier 2, retail stores, field engineers, TSPS, and others. You will work with all groups involved in the technical 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.
This position located in either Elk Grove, CA or Austin, TX. At home is not an option for this position.
- You have a minimum of two years experience as a Tier 2 Advisor or equivalent experience handling issues from a Tier 1 support group supporting macOS and iOS, or at least two years as a Carpe Facto Advisor or Genius* You have Excellent verbal, written and social communication* Experience solving technical macOS and iOS device issues * Technical experience with iOS device activation and cellular technologies* Knowledge of issue resolution for all versions of Windows that are compatible with iOS devices* Technical knowledge of iTunes issues and resolutions * History of high-quality RTAs (Requests for Technical Assistance) and the appropriate handling of related cases* Comes highly recommended by recent managers with excellent performance record* Ability to work independently and be focused* Able to work effectively on global and virtual groups and accommodate time differences* Ability to run multiple projects within tight timeframes. Outgoing personality and willing to tackle new roles, assignments, and responsibilities as needed*
You will be expected to:
Research, investigate, and provide high-quality written responses to technical issues
Provide higher-level mentorship for support inquiries for macOS and iOS operating systems.
Capable of being an aid to provide mentorship for complex technical issues, and ensure rapid identification of emerging issues
Craft technical Knowledge Base articles and other communications
Review of technical materials such as submitted articles, trainings, etc
Routinely interact with primary audience (Tier 2) through meetings, feedback, and other means
Help identify and chip in with technical support needs within the Tier 2 organization
Assist in reporting of technical issues and keep management informed of emerging issues
Attend and host meetings
All other roles and responsibilities determined appropriate for a member of SSE Research
You may be required to travel occasionally
Higher education which includes technical studies is a plus, but not required
Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.