{"title": "Product Support Engineer, Wallet & Apple Pay", "summary": "The AppleCare Support Engineering team acts as a bridge between Apple\u2019s customers and product teams. We leverage our knowledge of Wallet & Apple Pay and our relationships with Product, Engineering, Operations, and AppleCare to create and iterate on great support experiences for our products. Our team is responsible for creating world-class support experiences and driving continuous product improvements for Apple Card, Apple Cash, Savings, Transit, Driver's License, and more.  The Product Support Engineer is a product expert that can identify, quantify, and qualify top field issues as well as curate insights from customer feedback and share those insights to improve our products and services. This person will partner with cross-functional groups to develop and implement support plans, understand and drive resolution to emerging issues, advocate for product improvements, and build self-help solutions.", "description": "YOUR KEY RESPONSIBILITIES INCLUDE: Being the subject matter expert for assigned Wallet & Apple Pay products, services, or technologies  Partnering with Product Readiness during the development phase to identify potential issues, forecast support requirements, and streamline Advisor workflow and customer journeys  Tracking and reporting on overall support impact of technical issues and other contact drivers to prioritize top issues and drive resolution with cross-functional teams  Investigating and responding to emerging issues through monitoring early detection tools, reporting, and communication with contact center teams  Identifying areas for research and conducting deep dive analysis to understand underlying product issues and customer confusion  Curating and generating customer insights to drive product improvement discussions with Operations, Engineering, and Product teams  Maintaining a global mindset and understanding how customers use products and interact with support channels differently in their location", "key_qualifications": "", "preferred_qualifications": "Able to multitask and prioritize ongoing responsibilities with business critical product launches and technical escalations in a fast-paced environment, Skilled at leveraging data collection, analysis, and reporting to make strategic recommendations and decisions, Demonstrates talent for filtering and distilling relevant information from technical teams to broader audiences to make difficult concepts easy to understand, Consistently gauges and re-assesses support impacts and advocates for the needs of our customers and Advisors, Enjoys building and maintaining relationships with cross-functional partners, is willing to ask them for help, and seeks to learn from their wisdom and expertise", "education_experience": "", "additional_requirements": "", "pay_benefits": "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 $77,700 and $139,700, 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\u2019s 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\u2019s Employee Stock Purchase Plan. You\u2019ll 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 \u2014 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.", "company": "apple"}