Product Support Engineer, Wallet & Apple Pay

Summary
The AppleCare Support Engineering team acts as a bridge between Apple's 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

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