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
We’re a diverse collection of thinkers and doers, continually reimagining what’s possible to help us all do what we love in new ways. The people who work here have reinvented entire industries with the Mac, iPhone, iPad, and Apple Watch, as well as with services, including iTunes, the App Store, Apple Music, and Apple Pay. And the same passion for innovation that goes into our products also applies to our practices — strengthening our commitment to leave the world better than we found it.
There’s a place here for every kind of brilliant. Everyone here is an innovator, or an innovator-to-be, no matter what your team or your role. So bring your passion, courage, and original thinking and get ready to share it, because every new product, service, or feature we invent is the result of people working together to make each others’ ideas stronger. Innovation at this level depends on people who represent the variety of the human experience and inspire us with their own fresh perspectives. Together, we’ll do amazing work that can make a difference in people’s lives. Including your own. Learn more about working at Apple.