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Senior Content Support Engineer
2 months ago
Position Overview:
Weekly Hours: 40
Role Summary:
The Apple Services Engineering division exemplifies Apple's dedication 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 vast array of entertainment options to a global audience.
As a key player in the Digital Supply Chain Content Support Engineering, you will bridge the gap between content (Apps, Video, Books, Music, Podcasts), processing, content management systems, and support processes. Your role is crucial in maintaining the operational integrity of the largest media store worldwide, impacting millions of customers and transforming their engagement with digital content.
In this position, you will focus on the Apple Music, Apple Books, and Apple Podcasts ecosystems, contributing to 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:
- Serve as the primary liaison for all technical teams and customers, addressing support inquiries and issues.
- Conduct thorough technical analyses of incidents, performing root cause investigations in collaboration with Engineering teams.
- Monitor, report, and troubleshoot the content pipeline, implementing workarounds as necessary.
- Collaborate with Engineering teams and Site Reliability Engineers to enhance Incident Management and Problem Management processes.
- Work alongside Project Managers and Operations on new initiatives and developer communications.
- Analyze workflows, document detailed bug reports, and ensure timely resolution of issues.
Applicants should possess:
- 5+ years of experience in diagnosing technical issues.
- Proficiency in SQL and familiarity with the Big Data ecosystem (Spark, Hadoop, Hive, Pig, etc.).
- Strong scripting skills in Python or similar programming languages.
- Experience debugging API requests and response issues using tools like Charles or network logs.
- Excellent verbal and written communication abilities.
Additional qualifications that would be advantageous include:
- Experience with logging, telemetry, and monitoring tools such as Splunk.
- Familiarity with programming and version control systems like Git.
- A proven track record of self-motivation, learning agility, and effective prioritization.
- Exceptional interpersonal skills, particularly in conveying complex information to diverse audiences.
We value self-starters who take personal responsibility and understand the importance of quality in their work.
Compensation and Benefits:At Apple, the base salary is one component of our comprehensive compensation package, which is determined within a specified range. The base salary for this role typically falls between $136,300 and $248,700, depending on skills, qualifications, experience, and location.
Apple employees have the opportunity to participate in discretionary employee stock programs, including restricted stock unit awards and the Employee Stock Purchase Plan.
In addition to competitive pay, employees receive a variety of benefits, including:
- Comprehensive medical and dental coverage.
- Retirement benefits.
- Discounted products and free services.
- Reimbursement for educational expenses related to career advancement.
Note: Apple’s benefits, compensation, and employee stock programs are subject to eligibility requirements and other terms.
Apple is an equal opportunity employer committed to inclusion and diversity, ensuring 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.
