Software Application Support Engineer, Apple Online Retail Engineering

Apple is a global technology company known for its innovative consumer electronics, software, and online services.
Backend
Senior Software Engineer
In-Person
5,000+ Employees
5+ years of experience
E-Commerce · Enterprise SaaS

Description For 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.

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.
  • Perform automation, maintain support documentation and debug complex production issues.

The ideal candidate will have 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. This role offers an opportunity to work on a world-class eCommerce platform and contribute to the success of Apple's online retail operations.

Last updated 3 days ago

Responsibilities For Software Application Support Engineer, Apple Online Retail Engineering

  • Gain deep technical knowledge of the eCommerce platform
  • Provide technical support to business and core engineering teams
  • Define and evolve standard practices and procedures
  • Prioritize and fix production defects
  • Work non-standard hours for incident mitigation
  • Participate in on-call rotation
  • Assess production monitoring and alert setup needs
  • Triage and prioritize incidents
  • Conduct Root Cause Analysis (RCA)
  • Perform automation tasks
  • Maintain support documentation
  • Debug complex production issues

Requirements For Software Application Support Engineer, Apple Online Retail Engineering

Java
Scala
Linux
  • 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

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