Support and Service

Imagine what you could do here. At Apple, new ideas quickly become extraordinary products, services, and customer experiences. Bring passion and dedication to your job, and there's no telling what you could accomplish.As the System Architect for AppleCare Diagnostics and Repair, you will own all technical aspects related to the design, qualification, and implementation of hardware diagnostic and repair tools used during field service events. You will define new tools based on customer needs and system requirements and develop comprehensive qualification plans to address design, risk, and performance. ...

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish.The people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it.In the Quality projects space, we partner with worldwide cross-functional teams to implement effective quality initiatives that will improve customer support workflows, improve performance and deliver outstanding customer experience while prioritizing the needs of the business in a thoughtful and scalable way. We collaborate with operational and project teams on high-level requirements and strategies on projects that impact global support teams ensuring the highest level of customer experience is maintained. We consult on program KPI design, lead problem solving efforts against performance gaps, prioritizing the needs of the organization in a scalable way. ...

The people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it.The AppleCare IVR Program team is seeking a manager to lead the AppleCare IVR portfolio. This role is pivotal in shaping Apple Support’s global strategy, with ownership of the roadmap for both internal and customer-facing initiatives. The position plays a crucial part in steering and executing AppleCare’s capital investment portfolio. This role requires close collaboration with key partners across AppleCare, as well as IS&T, Retail, Product Marketing, Hardware and Software Engineering, Security, and other Apple teams. ...

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish.The people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it..AppleCare Engineering is looking for a dedicated, seasoned leader who enjoys taking on tough challenges, handling complex engineering issues, leading a team of program managers and engineers to do their best work. This role demands a nimble mind, working across multiple product lines to ensure consistent standards, regulatory compliance, timelines adherence, and project prioritization. You will work closely with internal teams across engineering, product development, environmental, product operations, and broadly within the AppleCare space.If this challenge sounds like the perfect fit for your career, please read on! ...

Here at Apple, we create exceptional products that enrich our customers’ lives. We’re looking for an experienced project manager who’s passionate about bringing their skills to be a part of that mission. By leveraging product expertise and customer insights, our Wallet and Apple Pay New Product Support Engineering project managers lead teams in the development of support strategies for new Apple Pay products and services. In this role, we partner with product, engineering, and operations to create world-class customer product support experiences and resources. We lead cross-functional teams in leveraging our customer-centric perspective and technical savvy to proactively solution for potential customer pain points. ...

Do you feel a personal stake in everything that you work on, thrive in fast-paced environments with lots of ambiguity, and enjoy working with complex technologies? Do you champion positive relationships, build trust, and influence without direct authority? Do you communicate openly and clearly, collaborate enthusiastically, and value a culture of healthy debate? If so, we want to talk to you! AppleCare Technologies Quality Engineering (ACTQE) is an integral part of AppleCare's technological infrastructure. Our group focuses on delivering groundbreaking customer service through robust systems and efficient processes. As a leading software quality management professional, you'll be responsible for overseeing a team of Application Quality Engineers (SAP), working together to maintain the highest standards of quality throughout various stages of the software development lifecycle. As Quality Engineering Manager, you'll not only focus on recruitment, training, and performance evaluation but also work towards continuous improvement. Your leadership will be crucial in driving innovation in test planning and execution strategies. Moreover, you'll stay abreast of new technologies and their potential impact on the field of application testing. It is critical to adopt best practices and ensure consistency in the delivery of highly performant, scalable, and reliable applications. The ACTQE team works diligently to provide outstanding automated and manual testing solutions that cater to the unique needs of the AppleCare ecosystem. We're looking for an experienced Quality Engineering Manager who shares our passion for excellence and can help us achieve our vision of providing unparalleled customer support through the seamless integration of technology and human expertise. ...

AppleCare Technologies is responsible for delivering cross-functional systems projects across all AppleCare business areas, including Support, Sales, Service, Digital & Logistics. We build strong relationships across the company and stitch AppleCare systems and processes enterprise-wide. We are seeking an experienced leader in software quality to oversee a team of Cross Functional Quality Engineers. The team is responsible for the preparation and execution of User Acceptance Testing activities on cross-functional systems projects/programs, such as the multi-year SAP Landscape Modernization Program. We collaborate closely with our development teams to build comprehensive test plans that span all phases of testing in the Software Development Lifecycle.In addition to managing recruitment, performance and development activities, you will also play a key role in continuously evolving the way we approach test planning and execution. You will keep up-to date on the latest technology solutions in market to generate innovative ideas to solve testing/quality challenges. You will drive adoption of best practices for application testing to ensure consistent delivery of quality, high performance and scalability.Do you feel a personal stake in everything that you work on, thrive in fast-paced environments with lots of ambiguity, and enjoy working with complex technologies? Do you foster strong relationships, build trust, and influence without direct authority? Do you communicate openly and clearly, collaborate enthusiastically, and value a culture of healthy debate? If so, we want to talk to you! ...

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish.The people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it.As part of the Worldwide organization, the Service EPS role supports NPI and Sustains product configuration globally across many product lines, ensuring the development and accurate BOM setup of parts and attributes. The role works cross-functionally with Readiness PM, Quality Engineering, Planning, factory BOM readiness, Project teams, and many other partners. The engineering product specialist manages the parts strategy readiness process and tasks for new products before introduction/announcement, as well as for sustaining product changes to service strategy. ...

The people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. In AppleCare, we believe in providing world class support to our customers for the devices that they have purchased. We are looking for a highly motivated and self driven individual who will be responsible for driving multi-functional diagnostic development projects. This individual will have to drive the overall schedule of diagnostic projects from conceptualization to design to execution to deployment. They will be responsible for recognizing and communicating multi-functional issues and risks. They will have to work with engineering teams to develop requirements, drive implementation schedules, coordinate and drive fixes or mitigations for software issues as well as present the potential issues and their impact to field technician workflows and other impacted teams. We are looking for a Technical Program Manager who will be responsible for working with a team of engineers to build highly scalable and available AppleCare Diagnostics tool set. ...

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of these people that supports the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. The AppleCare Instructional Designer works with business partners to identify training needs and create instructor-led, web-based, and virtual training using cutting-edge technology and innovative solutions. You will partner with multiple teams to forecast potential contact drivers, plan troubleshooting, and curate a learning experience for our Advisors that meets them “where they are.” You will challenge learners’ understanding through relevant activities, author measurable learning objectives, and develop materials that promote transfer, retention, and application. You’ll work under tight deadlines with minimal supervision in a fast-paced, dynamic environment where quality, creativity, and accountability are tradition. ...

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. In the Quality projects space, we partner with worldwide cross-functional teams to implement effective quality initiatives that will improve customer support workflows, improve performance and deliver outstanding customer experience while prioritizing the needs of the business in a thoughtful and scalable way. We collaborate with operational and project teams on high-level requirements and strategies on projects that impact global support teams ensuring the highest level of customer experience is maintained. We consult on program KPI design, lead problem solving efforts against performance gaps, prioritizing the needs of the organization in a scalable way. ...

The people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple and help us leave the world better than we found it! As a part of the AppleCare Support organization, your rich analytics skillset and tech stack will drive outstanding customer support experiences while also identifying cost-saving measures and organizational improvements. To be successful in this role, you must possess strong analytical skills and be able to efficiently communicate your insight to the highest levels of the company. Strong public speaking/presentation skills, and command presence is a must. You will be influencing very senior leaders to take action on the basis of your work!This role will focus on a support channel of the future - our chat business. The data in this space is incredibly technical and interesting, and making chat support a seamless customer experience, and an efficient one, is a critical part of our way forward. The successful candidate will drive operational efficiency through comprehensive data analysis and reporting, transforming raw data into actionable insights, collaborating across functions, and contributing to strategic decision-making. ...

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish! The AppleCare Technologies Quality Engineering has an immediate opening for an Application Quality Engineer to lead advanced testing strategies, introducing innovative QA practices for Sales Projects. Your role is critical in crafting the QA processes, improving product quality, and driving the adoption of standard methodologies across the organization. Your technical acumen, leadership through influence, and dedication to quality excellence play a pivotal role in advancing the organization's quality assurance practices in the Sales area and ensuring the delivery of outstanding products. ...

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The people here at Apple don’t just craft products—they build the kind of wonder that has revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it.In AppleCare BPR (Business Process Re-engineering), we view inclusion and diversity as critical for innovation. That’s because our managers sit at the intersection of the most challenging cross-functional initiatives in AppleCare, the ones that involve multiple systems and technologies and drive complex changes across the AppleCare organization and beyond. We convert ambiguity and chaos into order, and we know how to complete big projects successfully.As the AppleCare BPR Manager leading all aspects of the AppleCare Supply Chain & Logistics Portfolio, you will have primary responsibility for leading AppleCare Business Process Re-engineering (BPR) project and program managers who are passionate about initiatives that transform and deliver the goals of AppleCare Supply Chain and Logistics functions. Your team’s responsibilities will include project prioritization, technological solutions and architectural decisions, resource planning, communications, project governance, risk management, change management, and readiness. Your responsibilities include communication and strategic collaboration with AppleCare business groups, IT organizations, and teams across Apple. ...

Imagine what you could do here. At Apple, great new ideas have a way of becoming phenomenal products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish! The AppleCare Business Insight, Operations and Systems (ACBIOS) team is seeking an innovative and passionate Product Support Data Scientist who will be responsible for deriving insights into the software quality of Apple's products. This is an exciting opportunity to directly impact our customers' experience and support Apple products throughout their life cycle. ...

At Apple, new ideas have a way of becoming great products, services, and customer experiences very quickly. When we bring passion and dedication to our jobs and there's no telling what we could accomplish together.Our team is looking for an exceptional manager to lead a tenured team of interactive media designers and developers. This multidisciplinary team focuses on the training and development needs of support staff serving Apple customers. You and your team will bring a passion for high-quality web solutions that support instructional- and information-design methodologies. ...