Software Application Support Engineer

2 weeks ago

Singapore Apple Full time $100,000 - $150,000 per year

Imagine what you could do here. At Apple, excellent ideas have a way of becoming great products, services, and customer experiences. Bring passion and dedication to your job and there's no telling what you could accomplish. We at Apple don't just build products, we craft the kind of wonder that's revolutionized entire industries Apple is where individual creativities come together to create extraordinary products and services. Every new product we build, service we create, or Apple Store experience we deliver, is the result of us making each other's ideas stronger

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 things We 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: Partner with engineering teams to prioritize and fix production defects. 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. 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. Take knowledge transition from engineering teams for changes being rolled out in production. Assess the need for production monitoring and alert setup.

Minimum Qualifications

  • 4+ 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.

Submit CV

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