Product Insights Support Engineer

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 is no telling what you could accomplish. The people here at Apple dont just build products, they craft the kind of wonder that has revolutionized entire industries. It is 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.

Product Insights Support Engineering forms the essential link between users and engineering teams. As a member of the team, you will support critical user studies by screening and classifying issues, analyzing data, and communicating directly with engineering and program partners. You will work across hardware operations, participant support, and data reporting, partnering closely with AppleCare Engineering and product engineering teams to close the loop between what users experience and what gets built.

If you are passionate about influencing product quality, comfortable working with unreleased hardware and software, and excited to apply analytical and communication skills to a broad range of products under development, this may be the job for you. As a Product Insights Support Engineer, you will act as a strong participant advocate and the essential link between our users and engineering teams. You will ensure feedback is actionable by troubleshooting hardware and software issues, analyzing data, and delivering key product feedback that helps Apple build better devices.Screen, tag, and classify incoming feedback for assigned programs to ensure data is actionable for engineering teams. Provide support to program participants across email, Slack, and other channels for both technical and non-technical inquiries. Analyze bug tracking data, survey results, and other feedback sources to assess product quality and report on trends. Partner with AppleCare Engineering and Readiness teams to identify potential issues across product development phases. Prepare, distribute, and manage hardware for assigned programs, including pre-release and shipped devices, while strictly following confidentiality and disclosure protocols. Build and maintain dashboards and reporting tools using Tableau, Keynote, or similar software to communicate program health to stakeholders. Design and deploy participant surveys, aggregate results, and improve the quality of product feedback through targeted outreach. Collaborate cross-functionally with hardware, software, firmware, and product engineering teams to align on requirements and processes.Bachelors degree or equivalent practical experience. 2+ years of experience in product support engineering, quality assurance, or hardware/software test engineering, specifically involving pre-release or post-market consumer hardware and software issue investigation. Background troubleshooting and isolating issues across both hardware and software, including determining root cause and documenting findings in writing for engineering teams. Track record of analyzing structured data, such as issue tracking data, survey results, or usage data spanning multiple programs, to produce written reports that directly inform engineering, product, or program decisions. Experience building recurring or live dashboards using Tableau or a comparable business intelligence tool. Experience establishing new reporting processes, triage workflows, or quality metrics for product areas without existing frameworks. Experience working with confidential, pre-release, or otherwise restricted materials, including a clear understanding of handling and disclosure protocols.Ability to clearly explain technical concepts to audiences at all levels, including engineering and leadership. Comfortable operating with ambiguity, managing multiple priorities, and adapting to evolving program needs. Collaborative approach to building relationships across cross-functional teams. Curiosity about artificial intelligence tools and an interest in exploring how they can improve triage, analysis, and reporting workflows. Experience with bug tracking systems (such as Radar).