AppleCare Partner Relations Support Engineer

Job Description

Summary

Posted: Jul 29, 2022 Role Number: 200407241 Are you passionate about investigating and resolving complex problems for our developers and providers? Do you enjoy gathering, quantifying, and providing feedback to influence future our programs? Are you a self-starter who has been taking on additional responsibilities and acting as a resource for your peers? You’re not only here to help fix technical issues, but also provide an incredible customer experience! If this sounds like you, you could be the next AppleCare Partner Relations Site Support Engineer! This position is located on at our campus in Austin, TX, Sacramento, CA, or Cork, Ireland.

Key Qualifications

Key Qualifications

• Outstanding technical and outward-facing account management skills
• Excellent communications skills, with the ability to interact effectively with multiple levels of business partners and engineers
• Experience building relationships within a multilevel organization
• Detail-oriented and an organized approach to work
• Able to multi-task and effectively juggle competing priorities
• Ability to work independently and be self-directed, while contributing to the goals of the team
• Resourcefulness and flexibility
• Flexibility to take on new roles, assignments, and responsibilities
• Experience or knowledge of Apple Developer Parter Support is preferred

Description

Description The Partner Relations Site Support Engineering team receives technical escalations from Partner Relations advisors. This includes gathering necessary information, providing guidance, and applying internal tool solutions. The team creates and tracks engineering tickets to resolve issues. This includes working with Tier 3 partners, engineers, and/or Content Training and Support Engineers to determine appropriate solutions or workarounds. Engineers respond to RTAs within a 24-hour SLA. This includes providing solutions, status updates, or requests for additional information/troubleshooting. They identify trending issues and common partner concerns that are used to alert the team and update procedures. The team identifies advisor quality or handling concerns to be addressed through direct feedback or communicated to Senior Specialist and team managers for targeted coaching. They also receive feedback and bug reports submitted by developers via Feedback Assistant. This includes screening and routing escalations to the appropriate teams in Radar. This position comes with competitive pay, great benefits, eligibility to participate in our company stock plan, time off, and employee discounts on Apple products and services.

Education & Experience

Education & Experience

Additional Requirements

Additional Requirements

• Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure 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. Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Apple is a drug-free workplace.