Cloud Services Support Engineer

Seattle, Washington, United States
Software and Services


Role Number:200282319
The people here at Apple don't just build products — they craft the kind of wonder that has revolutionized entire industries. Itʼs 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. Imagine what you could do here. Join Apple, and help us leave the world better than we found it. A job at Apple is unlike any other you have had. You will be challenged. You will inspired. And you'll be proud. At Apple, great ideas have a way of becoming great products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. As a member of Appleʼs Global Infrastructure Operations group, you will be responsible for supporting Appleʼs internal customers: Pay, iCloud, Music, TV, Maps, News, FaceTime, Siri and more. Global Infrastructure Operations serves as the central point for monitoring, event management, customer support and coordination/implementation of resolution efforts. We are looking for a highly motivated, passionate Support Engineer who has the skills and experience to support Apple's largest internal customers! This role is about successfully supporting customers of Apple’s internal IaaS. The successful candidate will be able to provide a wide range of services from “White glove” on-boarding to creating informational posts on the community support platform, and everything in between. Additionally, the candidate will actively participate in the development of the support tools and process, so we are looking for someone who has the maturity to understand what it takes to scale in services.

Key Qualifications

  • Experience in supporting highly scalable applications and web services
  • We are looking for hands-on experience with open-source technologies such as Kubernetes, Prometheus, Docker, Spark, Kafka, etc.
  • Comfortable working with a very technical customer base
  • Comfortable providing a wide range of support, from simple issue resolution to end to end on-boarding
  • Strong familiarity with modern server technologies and architectures
  • Strong experience with troubleshooting and excellent analytical capabilities
  • Strong Communication skills and attention to detail


Responsibilities include: - Working cross functionally with customers and partners to address complex customer questions and and drive incidents to resolution. - Troubleshoot, isolate and resolve container orchestration/management issues, specifically Docker and Kubernetes. - Troubleshoot, isolate and resolve complex application deployments issues. - Analyze and categorize customer interactions trends to provide accurate and meaningful feedback to Engineering and SRE organizations. - Build knowledge base articles. - Participate in and drive incident post mortem reviews, and drive ongoing improvement - Execute and deliver on goals and initiatives - Obsessing over minute details to drive operational excellence in every aspect of their work - Make meaningful and significant contributions to company development of objectives and goals - Work on complex issues, analyzing situations or data that require in depth evaluation - Your expertise and discretion will be required to think outside the box and resolve highly complex issues in creative and effective ways - Troubleshoot, isolate and resolve compute issues on a fleet of over 1 million devices

Education & Experience

BS or MS in Computer Science or equivalent industry experience.

Additional Requirements