Senior Content Support Engineer

2 weeks ago

Cupertino, California, United States Apple Full time

Overview:
Weekly Hours: 40

Role Overview:

The Apple Services Engineering division exemplifies Apple's commitment to merging creativity with technology. This team is responsible for the infrastructure behind the App Store, Apple TV, Apple Music, Apple Podcasts, and Apple Books, delivering an extensive range of entertainment options in over 35 languages across more than 150 countries.

Digital Supply Chain Content Support Engineering serves as the nexus of content (Apps, Video, Books, Music, Podcast), processing, CMS tools, and support processes. We play a crucial role within the engineering team that operates the largest media store globally, reaching hundreds of millions of customers and transforming their interaction with music, movies, TV shows, apps, books, and podcasts.

In this role, you will engage with the Apple Music, Apple Books, and Apple Podcast ecosystems, facilitating the rollout of new features, troubleshooting issues, monitoring system health, and identifying code discrepancies.

Position Summary:

We are seeking a Content Support Engineer who possesses a strong enthusiasm for Music, Books, and Podcasts. The ideal candidate will be dedicated to enhancing customer experience and maintaining the high standards of content and service associated with Apple.

Expectations include demonstrating innovative problem-solving skills, the ability to think dynamically and adapt swiftly to new technical challenges. We encourage creativity and the exploration of new technologies to further enhance Apple's hardware performance and user experience.

Collaboration is key; you will work closely with our engineering teams to support various projects and features within the Apple Services Engineering (ASE) organization.

Cross-functional collaboration with internal business and operations teams will also be essential for testing, monitoring, and providing support across these initiatives.

Key Responsibilities:
  • Act as the primary liaison for all technical groups and customers to resolve support inquiries and requests.
  • Conduct thorough technical analyses of incidents, performing root cause investigations in collaboration with Engineering teams.
  • Monitor and troubleshoot the pipeline, implementing workarounds as necessary.
  • Collaborate with Engineering teams and Site Reliability Engineers (SREs) to enhance Incident Management and Problem Management processes.
  • Engage with Project Managers and Operations on new initiatives and developer communications.
  • Analyze workflows, document detailed bug reports, and ensure issues are resolved effectively.
Minimum Qualifications:
  • 5+ years of experience in diagnosing technical issues.
  • Proficient in SQL and familiar with the Big-Data ecosystem (Spark, Hadoop, Hive, Pig, etc.).
  • Strong scripting skills in Python or similar languages.
  • Experience debugging API requests and response issues using tools like Charles or network logs.
  • Excellent verbal and written communication skills.
Preferred Qualifications:
  • Experience with implementing and managing logging, telemetry, and monitoring tools such as Splunk.
  • Familiarity with programming and version control systems like Git.
  • Proven ability to take initiative, learn independently, plan, prioritize, and meet deadlines.
  • Strong interpersonal skills, particularly in conveying meaningful information to diverse audiences.

At Apple, base pay is one component of our total compensation package, which is determined within a range. The base pay range for this role is between $136,300 and $248,700, influenced by skills, qualifications, experience, and location.

Apple employees may also participate in discretionary employee stock programs, including restricted stock unit awards and an Employee Stock Purchase Plan.


Benefits:

Employees receive comprehensive medical and dental coverage, retirement benefits, discounts on products and services, and reimbursement for educational expenses related to career advancement at Apple.

This role may also be eligible for discretionary bonuses or commission payments, as well as relocation assistance.


Equal Opportunity:

Apple is an equal opportunity employer committed to inclusion and diversity, taking 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.

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