· Writes, edits, and proofs hard copy and online documents for consistency. Examples: reference documents for hardware and software products, code, user interface tests, and command line interface documentation, online help systems, and knowledge base· Collaborates with department team members, engineering, marketing, services, legal, regulatory and others to develop content for standard documentation sets, software, and special initiatives in-line with the development cycle· Interprets analytics related to documentation acceptance rate by method and customer demographic to ensure minimal support impact· Designs and maintains release workflow while coordinating with engineering, marketing, support, and sales to ensure successful product launches while driving business initiatives· Maintains 10 document sets through the entire product life cycle including developing new content, participating in daily Agile scrums, localization management, and publishing on a bi-weekly, monthly, and quarterly timeline

· Provided technical assistance to internal and external customers (phone and chat). Supported the range of Apple products, services, and accessories· Liaison between Apple Engineering and AppleCare who assessed pre-flight cases and determined impact of emerging issues· Final escalation path for unresolved technical issues· Authored and maintained knowledge base articles for Mac, IOS, and Apple Watch products