Senior Content Support Engineer

1 week ago

Cupertino, California, United States Apple Full time

Overview:
Weekly Hours: 40

Role Overview:

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 a diverse range of entertainment options in over 35 languages to more than 150 countries.

The Digital Supply Chain Content Support Engineering team operates at the crossroads of content management (Apps, Video, Books, Music, Podcast), processing, CMS tools, and support workflows.

We serve as the essential link within the engineering team that manages the largest media marketplace globally, impacting hundreds of millions of customers and transforming their engagement with music, films, TV shows, applications, literature, and podcasts.

In this role, you will focus on the Apple Music, Apple Books, and Apple Podcast ecosystems, assisting in the deployment of new features, troubleshooting issues, monitoring system health, and identifying code-related challenges.

Position Summary:

We are seeking a Content Support Engineer who is passionate about Music, Books, and Podcasts.

The ideal candidate is dedicated to enhancing customer experiences and ensuring the quality of content and services that Apple is known for.

You will be expected to surpass industry standards, showcasing innovative problem-solving skills, dynamic thinking, and the ability to quickly adapt to new technical domains.

Our culture promotes innovation and the adoption of new technologies to elevate Apple's hardware performance and user experience.

Engineers here collaborate to realize a unified vision, which includes a strong commitment to upholding Apple's privacy policies, a core value of the company.

As a member of a vital support and operations team within the Apple Services Engineering (ASE) organization, you will collaborate closely with engineering teams to support various projects and features across the ASE ecosystem.

Additionally, you will engage cross-functionally with internal business and operations teams to test, monitor, and provide support for these initiatives.

Your success in this role will hinge on your technical and interpersonal skills.

  • Acting as the primary liaison for all technical teams and customers to resolve support inquiries and requests.
  • Conducting technical assessments of incidents, performing root cause analyses, and collaborating with engineering teams.
  • Monitoring and troubleshooting the pipeline, implementing workarounds as necessary.
  • Collaborating with engineering teams and SREs to enhance Incident Management and Problem Management processes.
  • Partnering with Project Managers and Operations on new initiatives and developer communications.
  • Evaluating workflows, submitting detailed bug reports, and ensuring issues are resolved.

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 is advantageous.
Familiarity with programming and git repositories.
Proven ability to take initiative, learn independently, plan, prioritize, and meet deadlines.
Exceptional interpersonal skills, particularly in distilling complex information for various audiences.

Self-motivated with a strong sense of accountability.
Ability to understand priorities without compromising quality.
Compensation & Benefits:
At Apple, base salary is just one component of our comprehensive compensation package, which is determined within a specified range.

This structure allows for growth as you advance in your role.

The base salary range for this position is between $136,300 and $248,700, with your specific salary depending on your skills, qualifications, experience, and location.

Apple employees have the opportunity to become shareholders through participation in Apple's discretionary employee stock programs.

Employees may also be eligible for discretionary restricted stock unit awards and can purchase Apple stock at a discount through the Employee Stock Purchase Plan.


Additional Benefits:

Comprehensive medical and dental coverage, retirement benefits, a variety of discounted 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. 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 fostering inclusion and diversity.

We take proactive measures to ensure equal opportunity for all applicants, regardless of 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.

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