Tv+ Executive Studio Support Engineer, Employee Experience & Productivity

Imagine what you could do here. At Apple, new insights have a way of becoming phenomenal products, services, and customer experiences. Imagine what you could do in your career when merging passion and dedication. This is how dreams come true.

Are you passionate about crafting elite support experiences? Do you thrive in environments that require multi-functional thinking, collaboration, and innovation? Do you have experience troubleshooting technical issues via omni-channel support options and communicating solutions to customers? If so, this may be the job for you.

The AppleTV+ IS&T team is responsible for the technology strategy, delivery, and sustainment of the IT systems used to enable AppleTV+ Studio and Production operations. The team ensures technology and business strategies remain tightly aligned through multi-functional partnership, knowledge of industry trends, and familiarity with the Apple corporate systems landscape. Members work closely with leadership, business collaborators, engineers, vendors, information security, and others to deliver a technology ecosystem that meets the demands of a high-growth organization.

Description

As the Executive Studio Support Engineer you will be responsible for the Tier 1, 2, and 3 support of our AppleTV+ studio (corporate) clients. This includes the troubleshooting of our hardware and software assets, account setup and support, and ticket management. This role is the frontline of Production Technology Operations Studio Support and, as such, is expected to bring Apple's unique and amazing level of service to our studio clients. A strong drive for outstanding customer service coupled with attention to detail is critical to success.

Minimum Qualifications

• Customer service driven

• Ability to troubleshoot issues related to MacOS and iOS

• Exceptional problem solving and critical thinking skills

• Ability to work collaboratively on a team

• Effectively coordinates work and communication across diverse groups of individuals

• Thrives in a dynamic, fast-paced environment with multiple competing priorities

• Excellent written and oral communication

• An appreciation for what the Apple brand stands for

• Open-minded to new ideas, concepts, and technologies, as well as being pragmatic and innovative

• A positive attitude and solution-oriented approach

• 5+ Years experience in customer technical support

• 2+ Years experience supporting in Studio environment or executive/c-suite

Preferred Qualifications

• Utilize Help Desk ticket management software to coordinate support tickets

• Respond to customers via written, voice, and video communications

• Troubleshoot Macs, iOS devices, monitors, printers, and other technology assets deployed to the studio members

• Provide support for MacOS, iOS, and internally deployed software

• Provide basic system account management

• Diagnose and troubleshoot issues related to basic network connectivity

• Provide remote support to production clients via written, voice, or video sessions

• Provide a best-in-class and unique white glove Apple experience to Apple TV+ clients

• Maintain close relationships and collaborate with Apple TV+ productions, partner teams, and IS&T departments

• Develop and maintain a working knowledge of trends and best practices within Apple

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 $102,000 and $170,100, 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's 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's Employee Stock Purchase Plan. You'll 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 - including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation.