Software Application Support Engineer. Apple Online Retail Engineering

Software Application Support Engineer - Apple Online Retail Engineering

There is a great opportunity for a talented support engineer to join a global 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 take complex technical topics and distill them in easy to understand layman 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. You will partner with engineering teams to prioritize and fix production defects. You will work non-standard hours to support your teams with ongoing incident mitigation, which may occur at any time/day of the week. You will share on-call rotation with other team members to support apps and services in scope.

You will take knowledge transition from engineering teams for changes being rolled out in production. You will assess the need for production monitoring and alert setup. You will triage and prioritize incidents based on the impact, devise and implement mitigation steps to unblock the business. You will conduct RCA, log defects and partner with the engineering team for prioritization. You will also be responsible for automation, maintaining support documentation, and debugging complex production issues.

Minimum Qualifications: • 5+ years of software engineering experience in a large-scale environment, of which at least 3 years focused on Application Support Engineering. • BS degree or higher in CS or related field. • Coding knowledge in Java, Scala, frameworks related to Java. • Skills and experience in monitoring, alerting, fault analysis, and automation.

Preferred Qualifications: • Excellent follow-through, organizational ability, and flexibility in a dynamic, demanding environment. • Analytical thinker who thrives on data collection, analysis, and strategic decision-making based on quantitative results. • Strong problem-solving and critical thinking skills to solve complex problems with innovative solutions. Experience in RCA of technical issues. • Strong teammate who furthers collaboration; excellent interpersonal skills. • Strong communication skills and ability to drive triage of critical issues with multiple technical and business teams. • Good knowledge of RDBMS, PL/SQL, and No

SQL.
• Good knowledge of Unix Shell Scripting.

Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure 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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