Software Application Support Engineer

7 days ago

Singapore Apple Inc. Full time

Singapore, Singapore Software and Services
Description
Here on the Retail Engineering Operations & Support team (REOS), we provide world-class support to Apple stores worldwide, both online and physical stores. Our main goal is to facilitate a magical, personalized shopping experience where customers can buy, and learn everything Apple, wherever they are. To achieve this, we’re looking for someone with extraordinary talent and passion to help us do extraordinary thingsWe are seeking a Software Application Support Engineer, who will collaborate closely with engineers from various technical backgrounds and to resolve issues across Apple’s retail applications. As a hands-on, proactive problem solver, you will challenge the status quo, continuously learn, and strive for excellence in every aspect of your work.Critical thinking, analysis, documenting, and communicating within the team and cross-functionally is critical to the success of the role. Their role will include:Managing and troubleshooting global incidents related to Apple Online Store for our user base globally.Contributing to the development of functional requirements, technical specifications, and support documentation for automation and process improvements.Conducting root cause analysis, logging defects, and collaborating with engineering, leadership and partner teams to prioritize fixes.Assisting with the global support strategy for new product releases and feature launches.Collaborating on cross-functional process enhancements to improve efficiency and service quality.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.
Minimum Qualifications
1+ years of software engineering or application support experience
Bachelor's degree or higher in CS or in a STEM 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.
Preferred Qualifications
Good knowledge of Unix Shell Scripting
Working experience on cloud infra, like AWS, is a plus
Experience with Splunk, monitoring tools, APM & observability, is a plus.
Support experience with eCommerce platform is a plus
Exposure to Incident and Problem Management processes is a plus.
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