AppleCare Agreements Customer Experience Engineering Analyst

AppleCare Agreements Customer Experience Engineering Analyst San Francisco Bay Area, California, United States Support and Service 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. 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 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 At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $89,000 and $163,900, and your base pay will depend on your skills, qualifications, experience, and location. Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits. Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program. 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. Apple accepts applications to this posting on an ongoing basis. #J-18808-Ljbffr