AppleCare Agreements Customer Experience Engineering Analyst

Cary, North Carolina, 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 Apple Care One, Apple Care+, 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 Apple Care Support Engineering team serves as the vital bridge between customers and the teams building Apple Services and Apple Care Agreements. We partner closely with Apple Services Engineering, Marketing, and Apple Care teams to make sure that the voice of our customers is heard and products improve over time from their feedback. From Apple Care One and Apple Care+ 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.

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 Apple Care 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.

• 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

• 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 Apple Care+
• 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, Apple Care One, Apple Care+, 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

• 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
• Experie…