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Senior Content Support Engineer
2 months ago
Position Overview:
Weekly Hours: 40
Role Number:
The Apple Services Engineering team 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 diverse entertainment options in over 35 languages across more than 150 countries.The Digital Supply Chain Content Support Engineering team operates at the nexus of content (Apps, Video, Books, Music, Podcast), processing, content management systems, and support processes.
We play a crucial role within the engineering team that maintains the largest media store globally, impacting hundreds of millions of customers and transforming their engagement 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.
Key Responsibilities:We are seeking a Content Support Engineer who is passionate about Music, Books, and Podcasts.
The ideal candidate will be dedicated to enhancing customer experiences and ensuring the quality of content and services that Apple is known for.
You will be expected to exceed industry standards, showcasing creativity in problem-solving, dynamic thinking, and the ability to adapt swiftly to new technical domains.
We encourage innovation and the adoption of new technologies to further enhance Apple's hardware performance and user experience.Our engineers collaborate to uphold a unified vision that emphasizes a strong commitment to Apple's privacy policies, a core value of the company.
You will be an essential member of the support and operations team within the Apple Services Engineering (ASE) organization, collaborating closely with engineering teams to support various projects and features across the ASE ecosystem.
Your role will also involve cross-functional collaboration with internal business and operations teams in testing, monitoring, and providing support for these projects and features.
Utilizing both technical and interpersonal skills will be vital for success in this position.- Act as the primary liaison for all technical groups and customers to resolve support issues and requests
- Conduct technical analyses of incidents, perform root cause investigations, and review findings 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
- Work alongside Project Managers and Operations on new initiatives and developer communications
- Analyze workflows, create detailed bug reports, and ensure issues are resolved
Minimum Qualifications:
5+ years of experience in troubleshooting 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 network logs
Excellent verbal and written communication skills
Preferred Qualifications:
Experience with logging, telemetry, and monitoring tools like Splunk is advantageous
Familiarity with programming and version control systems
Proven ability to self-initiate, learn, plan, prioritize, and meet deadlines
Strong interpersonal skills, particularly in distilling complex information for diverse audiences.
Self-motivated with a strong sense of accountability
Ability to prioritize effectively without compromising quality
Compensation & Benefits:
At Apple, base pay is just one component of our comprehensive compensation package, which is determined within a range based on skills, qualifications, experience, and location.
Apple employees also have the opportunity to become shareholders through participation in discretionary employee stock programs, including restricted stock unit awards and discounted stock purchases through the Employee Stock Purchase Plan.
Additional Benefits:
Employees receive comprehensive medical and dental coverage, retirement benefits, discounts on products and services, and reimbursement for certain 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. Learn more about Apple Benefits.Note:
Apple’s benefits, compensation, and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.
Apple is an equal opportunity employer 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.