Content Support Engineer, iTunes Digital Supply Chain

Santa Clara Valley (Cupertino), California, United States
Software and Services


Posted: Apr 9, 2019
Role Number: 200025057
Our exciting Supply Chain Content Engineering team is a mixture of content encoding/processing support (Apple TV+, Arcade, Video, Apps, Books, Music), CMS tools and process support. We are the glue within the engineering team that creates the largest most exciting media store in the world. In this role you will tackle 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 dynamic and curious developer to help us with an unrivaled role. 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

  • Exhibited systems troubleshooting experience - Examining log files, understanding system dependencies etc.
  • Strong knowledge of test plan creation and QA processes
  • Demonstrate expertise in analyzing requirements, developing test cases, QA processes
  • You'll have previous experience with Command Line Unix and OS X
  • Please bring experience with SQL, XML, scripting, programming
  • You'll have knowledge of process management, optimization and analysis, metrics and KPIs
  • You poses familiarity with digital media files and content - audio, video, eBook, apps
  • Experience with data and business modeling skills
  • You will have a passion on customer focus


Self-stater, Teammate, Ability to Meet Tight Deadlines - all cliches, yet all apply to this exciting role! We work as a "family" and all try and pull our own weight to keep the worlds favorite media store flowing with amazing content 24 hours a day. You may be newly out of school with a CS degree, and want to make your way into an incredible engineering org - this could be your fist step. Inversely, you could have been coding for years and may be exploring a way to look at software from a different angle and want to use your experience and skills to make improvements at a more granular level, which would be extraordinary too. You'll want to be a "roll with it" kinda person who loves to fix things all the way to their root cause. Reporting, monitor, and solving the ingestion/encoding pipeline for all iTunes digital supply chain. Conducting technical analysis of incidents, performing root cause investigation and review with technical teams You will be 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. You will go beyond the industry norm and demonstrate creativity in problem solving, ability to think dynamically and outside of standard convention, and adapt quickly to new technical areas. We promote innovation and new technology to further improve Apple's hardware performance and user experience. The people who work here have reinvented and defined entire industries with the Mac, iPhone, iPad, Arcade, Apple TV+, Apple Watch, AirPods, HomePod and a multitude of groundbreaking Accessories. We have done the same with services, including iTunes, the App Store, Apple Music, Apple News, Apple Card and Apple Pay. 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. You should join us to help deliver the next amazing Apple product.

Education & Experience

Additional Requirements