Apple · 1 month ago
AppleCare Agreements Customer Experience Engineering Analyst
Cary, North Carolina, United States
Full-time
Onsite
Mid, Senior Level
$79K/yr - $142K/yr
5+ years expApple is a leading technology company known for its innovative products and services. As a Customer Experience Engineering Analyst, you will help shape the customer experience for services like AppleCare and the App Store by conducting root cause analysis and proposing innovative solutions. You will work closely with various teams to ensure customer feedback is integrated into product improvements.
AppsArtificial Intelligence (AI)BroadcastingDigital EntertainmentFoundational AIMedia and EntertainmentMobile DevicesOperating SystemsTVWearables
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
Qualification
Required
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
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
Benefits
Comprehensive medical and dental coverage
Retirement benefits
A range of discounted products and free services
Reimbursement for certain educational expenses — including tuition
Discretionary bonuses or commission payments
Relocation
Company
Apple
Apple is a technology company that designs, manufactures, and markets consumer electronics, personal computers, and software.
10001+ employees
H1B Sponsorship
Apple has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (6998)
2024 (3766)
2023 (3939)
2022 (4822)
2021 (4060)
2020 (3656)
Funding
Current Stage
Public CompanyTotal Funding
$5.67BKey Investors
Berkshire HathawayMicrosoftSequoia Capital
2025-05-05Post Ipo Debt· $4.5B
2025-01-16Post Ipo Debt· $0.31M
2021-04-30Post Ipo Equity
Leadership Team
Tim Cook
CEO
Craig Federighi
SVP, Software Engineering
Recent News
Venrock
2025-12-01
2025-09-25
Mac Daily News
2025-09-25
Company data provided by crunchbase