Production Support Engineer, Retail Engineering, Early Career

Austin,Texas,United States

Software and Services

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.

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.

• Good knowledge of RDBMS, PL/SQL and noSql.

• Good knowledge of Unix Shell Scripting

Key Qualifications

Preferred Qualifications

• Excellent follow through, organizational ability, and flexibility in a dynamic, demanding environment.

• Working experience on cloud infra, like AWS, is a plus.

• Experience with Splunk, monitoring tools, APM & observability.

• Support experience with eCommerce platform.

• Exposure to Incident and Problem Management processes.

• Strong collaboration and interpersonal skills.

• Strong communication skills and ability to coordinate with multiple teams.

Education & Experience

Additional Requirements

• 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. (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf)

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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 (Opens in a new window) .

Apple will not discriminate or retaliate against applicants who inquire about,disclose,or discuss their compensation or that of other applicants. United States Department of Labor. Learn more (Opens in a new window) .

Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you’re applying for a position in San Francisco,review the San Francisco Fair Chance Ordinance guidelines (opens in a new window) applicable in your area.

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Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .