AppleCare Agreements Customer Experience Engineering Analyst

Apple • Elk Grove, CA

3d

About The Position

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.

Requirements

• 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

Nice To Haves

• 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

• Seek to understand underlying product issues and perform root cause analysis for Apple Services and AppleCare Agreements.
• Ensure stakeholders are informed and engaged in deep product research & customer support journeys.
• Ideate and propose innovative solutions.
• Influence product direction through deep subject matter expertise on technical debt and known issues with our services.
• Coordinate cross-functional teams.
• Design support solutions.
• Measure success to continuously improve the customer experience and reduce support costs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level