Content Support Engineer, iTunes Digital Supply Chain

Singapore, Singapore, Singapore
Software and Services

Summary

Posted: 21 Sep 2019
Weekly Hours: 40
Role Number: 200073987
Imagine what you could do here. At Apple, creative ideas have a way of becoming wonderful products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The people here at Apple don’t just build products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. Supply Chain Content Engineering is a mixture of content encoding/processing support (Video, Apps, Books, Music), CMS tools and process support. We are the grease and the glue within engineering team that creates the largest media store in the world. This role tackles many forms from basic customer service and training, to ticket investigation, to content investigations, to identifying code and system fixes to issues. Our content management tools needs retooling and enhancement and we’re hoping to find a skilled web developer that can address known issues. You will also find ways to improve and enhance this internal toolset and meet the growing needs of internal users. These are the tools that run content, worldwide pricing and availability logic, content review and quality processes, artwork, metadata, as well as the featuring and other marketing of the content via the stores.

Key Qualifications

  • Systems Troubleshooting Experience - Examining log files, understanding system dependencies etc.
  • Knowledge of test plan creation and QA processes
  • Experienced analyzing requirements, developing test cases, QA processes
  • Previous experience with Command Line Unix and OS X
  • Experience with SQL, XML, scripting, programming
  • Knowledge of process management, optimization and analysis, metrics and KPIs
  • Familiarity with digital media files and content - audio, video, eBook, apps
  • Customer focus
  • This role is required to work Sunday - Thursday

Description

Self-Starter, Team Player, Ability to Meet Tight Deadlines - All cliches, yet all apply to this role and you really shouldn't apply if you can't practically demonstrate experience with each. We run hot, work together and try and all pull our own weight to keep the worlds favorite media store flowing with content 24 hours a day. You may be newly out of school with a CS degree, have a head on your shoulders and want to make your way into an incredible engineering org - this could be your first step. Inversely, you could have been coding for years and want to look at software from a different angle and want to use your experience and skills to make enhancements at a more granular level. That would be great too. The big thing is be a "roll with it" kinda person who likes to fix things all the way to their root cause. SOME OF YOUR RESPONSIBILITIES WILL INCLUDE: - Reporting, monitoring and troubleshooting the ingestion/encoding pipeline for all iTunes digital supply chain - Conducting technical analysis of incidents, performing root cause investigation and review with technical teams - Working with Engineering teams to develop, implement and improve Incident Management and Problem Management - Serving as the primary point of contact for all technical groups and customers for iTunes Digital Supply Chain to address support issues and requests - Working with iTunes business and engineering teams in developing content types - Communicating with production teams in planning for systems resources and tracking time-sensitive content - Analyzing workflows, filing detailed bug reports and providing QA test plans

Education & Experience

Bachelor Degree in MIS, Computer Science, related field, or equivalent work experience is required.

Additional Requirements