Software Application Support Engineer
Job Description
Summary
Imagine what you could do here! At Apple, we believe new insights have a way of becoming excellent products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish.
The people here at Apple don’t just create products — they create the kind of wonder that’s revolutionized entire industries. It’s 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. Join Apple, and help us leave the world better than we found it!
The people here at Apple don’t just create products — they create the kind of wonder that’s revolutionized entire industries. It’s 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. Join Apple, and help us leave the world better than we found it!
Description
Partner with engineering teams to prioritize and fix production defects.
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.
This team primarily works in two shifts. You may be required to work in either shift which may change per coverage needs.
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 team for prioritization
Automation, maintain support documentation and debug complex production issues.
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.
This team primarily works in two shifts. You may be required to work in either shift which may change per coverage needs.
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 team for prioritization
Automation, maintain support documentation and debug complex production issues.
Minimum Qualifications
- 2-6 years of software engineering experience in a large-scale environment, of which at least 2 years focused on Application Support Engineering.
- Skills and experience in monitoring, alerting, fault analysis, and automation.
- 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 troubleshooting, 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.
- Coding knowledge in Java, Scala and frameworks related to Java
- Good knowledge of RDBMS, PL/SQL and noSql
- Good knowledge of Unix Shell Scripting
- Working experience on cloud infra, like AWS
- Experience with one or more - Splunk, monitoring tools, APM & observability
Preferred Qualifications
- Bachelors degree or higher in Computer Science or related field
- Support experience with eCommerce platform is a plus
- Exposure to Incident and Problem Management processes is a plus.
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