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

Posted: 18-May-2018

Weekly Hours: 40.00

Job 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.

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.

Key Qualifications

  • 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.

Additional Requirements