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 AppleCare One, AppleCare+, 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 AppleCare Support Engineering team serves as the vital bridge between customers and the teams building Apple Services and AppleCare Agreements. We partner closely with Apple Services Engineering, Marketing, and AppleCare teams to make sure that the voice of our customers is heard and products improve over time from their feedback. From AppleCare One and AppleCare+ 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 AppleCare 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.
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 AppleCare+
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, AppleCare One, AppleCare+, 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
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
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
Eeo Content
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.
