Summary
Posted: Mar 24, 2025
Role Number:200596558
People at Apple don't just build products - they craft the kind of experience that have revolutionized entire industries. The diverse collection of our people and their ideas inspire innovation in everything we do. Imagine what you could do here! The Apple Services Engineering (ASE) team builds and provides systems and infrastructure that fuel Apple's services (such as iCloud, TV+ and App Store). We are the foundation on which Apple's software developers build the products that our customers love. We are looking for a highly motivated Support Engineer who has the skills and experience to support Apple's largest internal customers in their use of Apple's internal Cloud Services. The successful candidate will be able to provide a wide range of services from "White glove" on-boarding to creating informational posts on the community support platform, and everything in between. Additionally, the candidate will actively participate in the development of the support tools and process, so we are looking for someone who has the maturity to understand what it takes to scale in services.
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Description
Responsibilities include: - Working cross functionally with customers and partners to address complex customer questions and drive incidents to resolution. - Troubleshoot, isolate and resolve observability and logging issues - Troubleshoot, isolate and resolve complex application deployments issues. - Analyze and categorize customer interactions trends to provide accurate and meaningful feedback to Engineering and SRE organizations. - Build knowledge base articles. - Participate in and drive incident post mortem reviews, and drive ongoing improvement - Execute and deliver on goals and initiatives - Obsessing over minute details to drive operational excellence in every aspect of their work - You will be expected to make meaningful and significant contributions to company development of objectives and goals - You will work on complex issues, analyzing situations or data that require in depth evaluation - Your expertise and discretion will be required to think outside the box and resolve highly complex issues in creative and effective ways - Troubleshoot, isolate and resolve compute issues on a fleet of over 1 million devices
Minimum Qualifications
- BS or MS in Computer Science or equivalent industry experience
- 7+ years of experience
- Prior experience with Observability and Enterprise Logging strongly preferred
- Solid understanding of Enterprise Logging Core Platforms
- Experience in supporting highly scalable applications and web services
- Hands-on experience with open-source technologies such as Kubernetes, Prometheus, Docker, Spark, Kafka, etc.
- Comfortable working with a very technical customer base
- Comfortable providing a wide range of support, from simple issue resolution to end to end on-boarding
Preferred Qualifications
- Strong familiarity with modern server technologies and large scale architectures
- Strong attention to detail
- Excellent analytical capabilities
- Passionate about Technical Support
- Strong Communication skills
- Strong experience with troubleshooting
Pay & Benefits
- At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $136,300 and $248,700, and your base pay will depend on your skills, qualifications, experience, and location.
Apple employees also have the opportunity to become an Apple shareholder through participation in Apple's discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple's Employee Stock Purchase Plan. You'll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses - including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.
Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.
More
- Apple is an equal opportunity employer that is 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.