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.
Responsibilities
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 issues
Requirements
Strong problem-solving and critical thinking skills to solve complex problems
Skills and experience in monitoring, alerting, fault analysis, and automation
Excellent follow through, organizational ability, and flexibility in a dynamic, demanding environment
Strong communication skills and ability to drive triage of critical issues with multiple technical and business teams
Knowledge NoSQL databases, Unix Shell Scripting
Working experience on cloud infra, such as AWS, and experience with Splunk or any other APM tool
3+ years of software engineering or application support experience in a large-scale environment
Coding knowledge in Java, Scala or frameworks related to Java
Strong knowledge of PL/SQL
BS degree and equivalent experience or higher in CS or related field
Pay & Benefits
Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.
Additional Information
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.
Apple · Austin, TX