The Customer Support AI team at Apple is focused on building advanced conversational applications to enhance customer support across various business lines. This role involves contributing to a multi-modal, multi-agent platform aimed at improving customer experience through innovative AI solutions. The team is composed of engineers, data scientists, and researchers dedicated to scaling and refining generative AI technologies. This position offers a unique opportunity to work on impactful projects that handle global complexity and immense scale.

• 5+ years of hands-on experience in machine learning, backend engineering, or data engineering.
• 1-2 years of hands-on experience in training, fine-tuning, or evaluating large language models.
• Foundational understanding of retrieval-augmented generation architectures and vector-based retrieval systems.
• Strong experience partnering with business and engineering teams to deliver AI solutions.
• Bachelor's or Master's degree in Computer Science, Machine Learning, or a related field, or equivalent practical experience.
• Proficiency in machine learning libraries such as transformers and datasets.
• Strong problem-solving and collaboration skills, with the ability to learn quickly and adapt to production-grade systems.
• Experience with deploying to cloud environments such as AWS, GCP, or on-remote hybrid.

• Contribute to model development and fine-tuning workflows for generative AI features.
• Design and evaluate retrieval strategies for grounding large models in product-relevant data.
• Prototype and benchmark multi-agent collaboration systems for structured reasoning tasks.
• Partner with data and platform engineers to ensure scalable deployment and monitoring.

• Employees at Apple are often offered comprehensive benefits that support physical and mental well-being—flexible medical plans, confidential counseling, onsite wellness centers at major campuses, and resources for fitness and daily life. Families typically receive fertility support, paid parental leave with gradual return, caregiving leave, and dependent-care guidance, while financial perks commonly include stock grants (with purchase discounts), 401(k) matching, and income-protection coverage. Employees also see robust time off, Apple University learning and tuition reimbursement, donation matching and paid volunteer hours, and deep product and partner discounts.