Summary

　　Posted: Oct 12, 2023

　　Weekly Hours: 40

　　Role Number:200509675

　　At Apple, we build products that enrich people's lives. The Tools and Frameworks group enables developers inside and outside of Apple to build amazing products and platforms using Xcode, Xcode Cloud and more! The Developer Engagement team is looking for a Support Manager to manage and set the course for the Tools and Frameworks Support Team. The Developer Engagement Support Manager will ensure that we deliver excellent support for our tools and that our efforts to support our tools are maximally impactful and scalable. In addition this role will ensure that feedback collected by the support team is communicated back to the tools development teams in a timely and effective manner.

　　Key Qualifications

　　Key Qualifications

　　Multiple years of experience in a software development support role Excellent customer service approach when dealing with issues Process oriented mindset when problem solving Strong team manager Collaborative working relationship with development team Nice to have - experience with/knowledge of programming languages Nice to have - experience in customer facing support role

　　Description

　　Description

　　* Work with the leadership of our various tool and service teams to ensure high quality support to developers who depend on our tools to deliver innovative Apple products * Establish policies and processes to effectively support our tools and services in a scalable way * Spearhead new ways to standardize our support engagement model, workflows, documentation, and on-call processes across support channels * Drive documentation across our tools to empower a self-support model and reduce overall support requests * Work with other members of the Developer Experience team to collect and communicate front line feedback to the development teams * Track the quality of our support through the use of metrics and dashboards * Provide guidance in the prioritization of support requests ensuring high priority issues are responded to quickly * Manage and mentor members of our Support Team to help them achieve their goals and excellent customer service results * Coach team members if/when they experience performance issues In this role you will work with the leadership of our various tool and service teams to ensure high quality support to developers who depend on our tools to deliver innovative Apple products. You will be expected to establish policies and processes to effectively support our tools and services in a scalable way as well as spearhead new ways to standardize our support engagement model, workflows, documentation, and on-call processes across support channels. You will be responsible for providing guidance in the prioritization of support requests ensuring high priority issues are responded to quickly. In addition, you will drive documentation across our tools to empower a self-support model and reduce overall support requests and track the quality of our support through the use of metrics and dashboards. You will work with other members of the Developer Experience team to collect and communicate front line feedback to the development teams.

　　Education & Experience

　　Education & Experience

　　BA/BS or MA/MS in related field

　　Additional Requirements

　　Additional Requirements

　　Pay & Benefits

　　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 $166,400 and $289,800, 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. Learn more about Apple Benefits.

　　Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.