Apple Services Engineering - Content Support Engineer

Summary

Posted: 19 Jan 2024

Weekly Hours: 40

Role Number:200535866

Digital Supply Chain Content Support Engineering is the intersection of content (Apps, Video, Books, Music, Podcast), processing, CMS tools and support process. We are the grease and the glue within engineering team that creates the largest media store in the world. Were looking for a Content Support Engineer with a passion for apps, customer experience, and the quality of content and service synonymous with Apple. 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 Apples hardware performance and user experience. The people who work here have reinvented and defined entire industries with the Mac, iPhone, iPad, Apple TV, Apple Watch, AirPods, HomePod and a multitude of groundbreaking accessories. We have done the same with services, including App Store, TV, Apple Music, and Apple Pay. The same passion for innovation that goes into our products also applies to our everyday practice. Come join us and help deliver the next amazing Apple product! This role takes on many forms from basic customer service and training, to ticket and content investigations, to identifying code and system fixes to issues.

Key Qualifications

• Experience diagnosing technical issues
• Experience with SQL, JSON
• Knowledge of process management, metrics and KPIs
• Enjoy technical challenges and have the ability to work with various teams
• Excellent interpersonal skills, especially the ability to filter and distill meaningful information to the right audience.
• Self starter with a strong sense of personal responsibility and a technical orientation.
Customer focussed

Description

Youll join an integral support and operations team inside the Apple Services Engineering (ASE) engineering org, working closely with our engineering teams to support multiple projects and features across the ASE ecosystem. Youll also work cross-functionally with our internal business and operations teams in testing, monitoring and production support across these projects and features. Utilizing both technical and interpersonal skills will be essential to succeed in this role. • Serving as the primary point of contact for all technical groups and customers to address support issues and requests • Conducting technical analysis of incidents, performing root cause investigation and review with Engineering teams • Reporting, monitoring and troubleshooting the apps pipeline and performing workarounds as needed • Working with Engineering teams and SREs to develop, implement and improve Incident Management and Problem Management • Working with Project Managers and Operations on new projects and developer communications • Analyzing workflows, filing detailed bug reports and following through until the issue is resolved

Education & Experience

Minimum BS in computer science, engineering or related experience.

Additional Requirements

• Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.
• We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.