Product Insights Support Engineer

Apple

6d

About The Position

Product Insights Support Engineering forms the essential link between users and engineering teams. As a member of the team, you will support critical user studies by screening and classifying issues, analyzing data, and communicating directly with engineering and program partners. You will work across hardware operations, participant support, and data reporting, partnering closely with AppleCare Engineering and product engineering teams to close the loop between what users experience and what gets built. If you are passionate about influencing product quality, comfortable working with unreleased hardware and software, and excited to apply analytical and communication skills to a broad range of products under development, this may be the job for you.

Requirements

• Bachelor's degree or equivalent practical experience.
• 2+ years of experience in product support engineering, quality assurance, or hardware/software test engineering, specifically involving pre-release or post-market consumer hardware and software issue investigation.
• Background troubleshooting and isolating issues across both hardware and software, including determining root cause and documenting findings in writing for engineering teams.
• Track record of analyzing structured data, such as issue tracking data, survey results, or usage data spanning multiple programs, to produce written reports that directly inform engineering, product, or program decisions.
• Experience building recurring or live dashboards using Tableau or a comparable business intelligence tool.
• Experience establishing new reporting processes, triage workflows, or quality metrics for product areas without existing frameworks.
• Experience working with confidential, pre-release, or otherwise restricted materials, including a clear understanding of handling and disclosure protocols.

Nice To Haves

• Ability to clearly explain technical concepts to audiences at all levels, including engineering and leadership.
• Comfortable operating with ambiguity, managing multiple priorities, and adapting to evolving program needs.
• Collaborative approach to building relationships across cross-functional teams.
• Curiosity about artificial intelligence tools and an interest in exploring how they can improve triage, analysis, and reporting workflows.
• Experience with bug tracking systems (such as Radar).

Responsibilities

• Act as a strong participant advocate and the essential link between our users and engineering teams.
• Ensure feedback is actionable by troubleshooting hardware and software issues.
• Analyze data.
• Deliver key product feedback that helps Apple build better devices.

What This Job Offers

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