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 Technical Support/Response Engineer - Cupertino, California, United States

Job information
Posted by: Apple 
Hiring entity type: Retail 
Work authorization: Not Specified for United States
Position type: Direct Hire, Full-Time 
Compensation: ******
Benefits: See below
Relocation: Not specified 
Position functions: Customer service & support
Travel: Unspecified 
Accept candidates: from anywhere 
Languages: English - Fluent
Minimum education: See below 
Minimum years experience: See below 
Resumes accepted in: English
Cover letter: No cover letter requested
Job code: 200231611 / Latpro-3780519 
Date posted: Mar-23-2021
State, Zip: California, 95014


Technical Support/Response Engineer

Santa Clara Valley (Cupertino) , California , United States

Support and Service


Posted: Mar 23, 2021

Weekly Hours: 40

Role Number: 200231611

The people here at Apple don't just build products - they craft the kind of wonder that has revolutionized entire industries! It's the diversity of those people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Imagine what you could do here. Join Apple, and help us leave the world better than we found it! Are you passionate about investigating and resolving complex problems? In this role you will provide technical support, issue resolution, and assist with technical escalations from the US Customer Support Centers and international field service for Mac products and accessories. This role is responsible for monitoring field performance and publishing technical articles related to customer service and support.

Key Qualifications

  • Minimum of 1 to 3 years of proven technical support experience
  • Excellent written and verbal communication skills
  • Excellent interpersonal, negotiation and influencing skills
  • Experience interacting with customers, sales, and/or service representatives to handle a variety of post-sales service functions


Own technical resolutions and respond to technical escalations (via RADAR, electronic mail, and telephone) to provide technical solutions to the Support Center or in some cases directly to the end-customer. Responsible for troubleshooting, problem isolation, and problem resolution. - Drive failure analysis and issue resolution process with Design Engineering and Operations (specifically WW Quality) teams. Assist with monitoring fixes from the field to ensure effectiveness. - Provide content for technical documentation and articles used within AppleCare and for end customers via technical bulletins (KBase) and other means of technical information distribution. - Represent the "voice of the customer" in various cross-functional meetings to ensure product quality and customer satisfaction, to identify and escalate problems discovered in the field, and to track problem resolution. Create, manage, and communicate implementation of field support solutions. - Work closely with Service New Product Managers to identify potential issues in the product development phase. Ensure that issues found in previous products have been addressed in newer versions; provide design for serviceability input to the new product development teams. - Deliver training to peers and AppleCare Contact/Support Centers as the need arises. - Responsible for early-field-failure-analysis (EFFA) take-apart sessions. Ensure that EFFA sessions have the necessary products captured in partnership with the AppleCare Analysis team, the EFFA Capture Coordinator and AppleCare contact centers. - Maintain ongoing expert knowledge of diverse technologies. Act as a task force leader in the creation, planning, and implementation of technical articles to resolve product issues and to assist with troubleshooting. - Primary lead from AppleCare to support the Safety First product escalation process. - Some travel required (10%) to AppleCare contact centers and repair depots for Mac products.

Education & Experience

BS degree in an engineering discipline


See job description


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