Software Application Support Engineer, Retail Engineering Ops & Support (GSE)

This is an extraordinary opportunity for a hardworking support engineer to join a distributed team supporting the Apple Online Store, a multi-channel elite eCommerce platform. The role, technical in nature, requires the individual to gain deep technical knowledge and understanding of the eCommerce platform to provide technical support to our business and core engineering teams.

We are seeking strong people skills with excellent written and verbal communication skills, with the ability to take sophisticated technical topics and distill them in easy to understand non-expert terminology, will round out the core responsibilities of the role. As a member of the support engineering team, you will take an active role in the definition and evolution of standard practices and procedures.

Partner with engineering teams to prioritize and fix production defects

Work non-standard hours to support your teams with ongoing incident mitigation, which may occur at any time/day of the week

Share on-call rotation with other team members to support apps and services in scope

Take knowledge transition from engineering teams for changes being rolled out in production

Assess the need for production monitoring and alert setup

Triage incidents based on the impact, devise and implement mitigation steps to unblock the business

Conduct RCA, log defects and partner with engineering team for prioritization

Automation, maintain support documentation and debug sophisticated production issues3+ years of software engineering experience in a large-scale environment, of which at least 2 years focused on Application Support Engineering

Coding knowledge in Java, Scala and frameworks related to Java

Good understanding of SQL

Skills and experience in monitoring, alerting, fault analysis, and automation

BS degree or job related work experience Analytical problem solver who flourishes with data collection, analysis, and strategic decision-making based on quantitative results

Strong problem-solving and critical thinking skills to solve complex problems with innovative solutions. Experience in RCA of technical issues

Strong teammate who furthers collaboration; Excellent social skills

Strong communication skills and ability to drive triage of critical issues with multiple technical and business teams

Good knowledge of RDBMS, PL/SQL and NoSQL, Unix Shell Scripting

Working experience on cloud infra, like AWS

Experience with one or more - Splunk, monitoring tools, APM & observability

Support experience with eCommerce platform is a plus

Exposure to Incident and Problem Management processes is a plus