Content Support Engineer, iTunes Digital Supply Chain
Santa Clara Valley (Cupertino), California, United States
Software and Services
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 the engineering team that creates the largest media store in the world. This role takes on many forms from basic customer service and training, to ticket investigation, to content investigations, to identifying code and system fixes to issues. Our team is looking to hire a qualified and curious developer to help us with a unique role. Our content management tools needs retooling and enhancement and we’re hoping to find a skilled web developer that can address known issues but also find ways to improve and enhance this internal toolset and meet the growing needs of internal users. These are the tools that manage 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.
- 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
- Data and business modeling skills
- Customer focus
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 as a "family" 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. 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
Minimum BS in computer science, engineering or related experience