Software Application Support Engineer. Apple Online Retail Engineering

Austin,Texas,United States

Software and Services

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. 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. 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

• 3+ years of software engineering experience in a large-scale environment and years of experience 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.

Key Qualifications

Preferred Qualifications

• 5+ years of software engineering experience in a large-scale environment, of which at least 3 years focused on Application Support Engineering.

• 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 noSql.

• Good knowledge of Unix Shell Scripting

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)

Apple Footer

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.

Apple participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program (Opens in a new window) .

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

Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .