Job description
Summary
Posted: Mar 17, 2023
Weekly Hours:
40
Role Number:
200466198
Do you enjoy researching and resolving technical issues? 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 AppleCare contact center through escalation and advocacy, across all of Apples innovative produces, including iPhone, iPod, iPad, Apple TV, Apple Watch, iTunes, macOS, 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.
Key Qualifications
- 3+ years Support Engineering (SSE) or equivalent experience ideal
- Impeccable communication skills, able 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 work effectively on global and virtual teams and accommodate time differences.
- Flexibility to work nonstandard hours.
- Understands the importance of confidentiality
- Analytical problem solver who thrives on data collection, analysis, and strategic decision-making based on quantitative results
- Expert-level familiarity with macOS and iOS platforms
- Ability to work independently and be self-directed.
- Enjoys learning more than being right
Description
This team is 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. We will triage and escalate bugs to our engineering partners, originating from Tier 3. We will advocate for our customers and ensure 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. Key responsibilities include: 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 find 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
Education & Experience
Higher education which includes technical studies is a plus, but not required
Additional Requirements
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