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 eCommerce platform 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.
Description
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.
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Minimum Qualifications
- 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.
- Knowledge of RDBMS, PL/SQL and NoSql.
- Knowledge of Unix Shell Scripting.
Preferred Qualifications
- Excellent follow through, interpersonal ability, and flexibility in a multifaceted, demanding environment.
- Strong collaboration and interpersonal skills.
- Strong communication skills and ability to coordinate with multiple teams.
- Working experience on cloud infra, like AWS.
- Experience with Splunk, monitoring tools, APM & observability
- Support experience with eCommerce platform.
- Exposure to Incident and Problem Management processes.
Pay & Benefits
At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $109,700 and $165,200, and your base pay will depend on your skills, qualifications, experience, and location.
Apple employees also have the opportunity to become an Apple shareholder through participation in Apple's discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple's Employee Stock Purchase Plan. You'll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses - including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.
Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.
Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant .
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