Great support doesn't just fix issues-it prevents them. As a Customer Experience Engineering Analyst for Apple Services, you'll help shape how millions of customers experience future versions of services like Apple Care One, Apple Care+, App Store, and Apple Music. This is your chance to leave your mark on products that have become part of daily life for millions of people around the world.

Our Apple Care Support Engineering team serves as the vital bridge between customers and the teams building Apple Services and Apple Care Agreements. We partner closely with Apple Services Engineering, Marketing, and Apple Care teams to make sure that the voice of our customers is heard and products improve over time from their feedback. From Apple Care One and Apple Care+ to App Store, Apple Music, Apple TV, and more, our work touches the full spectrum of services that enrich how people connect, create, and enjoy content.

Description

As a Customer Experience Engineering Analyst on our team, you'll seek to understand underlying product issues and perform root cause analysis for Apple Services and Apple Care Agreements. You'll ensure stakeholders are informed and engaged in deep product research & customer support journeys, ideate and propose innovative solutions, and influence product direction through your deep subject matter expertise on technical debt and known issues with our services. This role combines critical thinking with solution building-you'll coordinate cross-functional teams, design support solutions, and measure success to continuously improve the customer experience and reduce support costs.

","responsibilities":"Partner with internal teams and external partners to identify sustained issues customers may experience with our digital services post product launch

Research these narratives and gain greater insight into why customers may be encountering friction in using these services

Influence future product improvements by contributing customer support perspectives and prioritizing technical debt

Lead subject matter expert work-sessions that can use design thinking to propose novel solutions to challenging user interactions with our services

Analyze customer product use and scope the size of a potential issue

Roadshow challenge opportunities and gain buy-in on potential solutions

Design and implement support mitigation strategies, including self-solve tools and automation that empower customers

Leverage compelling data points and voice of our customers to measure product quality and launch success

Preferred Qualifications

Experience identifying, documenting, and tracking technical debt and proposed enhancements through bug tracking systems

Proficiency with hosting team stand-ups to review work in progress

Experience with project management tools such as Wrike, Keynote, Quip, or similar platforms

Track record of handling confidential information and managing pre-launch disclosures appropriately

Experience with data visualization tools such as Tableau or similar

Experience using and implementing AI/ML tools to scale analysis and improve team workflow

Prior experience with interpreting and publishing post-launch status reports or dashboards

Familiarity with enterprise tools like Radar, Confluence, and Slack

Proven ability to facilitate cross-functional discussions and drive consensus among diverse stakeholders

Exceptional written and verbal communication skills, with ability to explain technical and e-commerce concepts to varied audiences

Minimum Qualifications

Bachelor's degree or equivalent professional experience

5+ years of applicable professional experience

2-3 years of experience with a warranty or support agreement product like Apple Care+

Demonstrated knowledge of customer support journey and best practices

Proven ability to influence stakeholders and commit partners to resourcing and future milestones

Experience interacting with customers who use consumer/enterprise digital services

Strong analytical, problem-solving, and critical skills with meticulous attention to detail

Root cause analysis

Experience testing and troubleshooting commerce purchase flows and digital service platforms such as UAT QA

Hands-on experience with Apple Services such as App Store, Apple Care One, Apple Care+, or similar digital services

Able to switch gears quickly from working independently, investigating and digging into data for root cause to presenting to large groups

Effective presentation skills, experienced presenting to all organizational levels, from individual contributors to executives

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote 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 .

Pay & Benefits

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $79,300 and $142,500, and your base pay will depend on your skills, qualifications, experience, and location.

Apple employees also have the opportunity to become an Apple shareholder through participation in Apple's discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple's Employee Stock Purchase Plan. You'll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses - including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.

Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.