Production Support Engineer - Early Career
Imagine what you could do here. At Apple, new ideas have a way of becoming great products, services, and customer experiences very quickly. Bring passion and dedication to your career and there's no telling what you could accomplish. The Information Systems & Technology organization produces key business and technical infrastructure at Apple handling orders from the online store, building applications that improve the retail store experience, providing network bandwidth for our services around the world, processing every transaction in the App Store, and closing the books. We do it all!
There is an excellent opportunity for a dedicated support engineer to join a distributed team supporting the Apple Online Store, a multi-channel world-class eCommerce platform. The role, technical in nature, requires the individual to gain deep technical knowledge and understanding of the Apple Online Store to provide technical support to our business and core engineering teams. Strong people skills with excellent written and verbal communication skills, with the ability to tackle sophisticated technical topics and distill them in easy to understand layperson terminology, will round out the core responsibilities of the role.
In this engineering role, you will collaborate closely with engineers from various technical backgrounds to resolve issues across Apple’s retail applications. As a hands-on, proactive problem solver, you will challenge the status quo, continuously learn, and strive for excellence in every aspect of your work. The ideal candidate will be skilled at diagnosing and resolving incidents while partnering closely with engineering teams to enhance product delivery and customer support.
As a member of the support engineering team, you will take an active role in the definition and evolution of standard practices and procedures.
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 and prioritize incidents based on the impact, devise and implement mitigation steps to unblock the business.
Conduct RCA, log defects and partner with engineering teams for prioritization.
Automation, maintain support documentation and debug sophisticated production issues.
- 0-2 years of software engineering or application support experience
- BS degree or higher in CS or related field.
- Skills and experience in monitoring, alerting, fault analysis, and automation.
- Strong troubleshooting and problem-solving skills.
- Coding knowledge in Java, Scala and frameworks related to Java.
- Good knowledge of RDBMS, PL/SQL and noSQL.
- Excellent follow through, organizational ability, and flexibility in a dynamic, demanding environment.
- Working experience on cloud infrastructure, like AWS, is a plus.
- Experience with Splunk, monitoring tools, APM & observability.
- Support experience with eCommerce platform.
- Exposure to Incident and Problem Management processes.
- Good knowledge of Unix Shell Scripting
- Strong collaboration and interpersonal skills.
- Strong communication skills and ability to coordinate with multiple teams.
- Proficiency in a second language, Chinese or Japanese preferred