Summary
Posted: Dec 3, 2024
Weekly Hours: 40
Role Number:200580369
Imagine what you could do here. At Apple, new ideas have a way of becoming great products, services, and customer experiences very quickly. Bring passion and dedication to your career and there's no telling what you could accomplish. The Information Systems & Technology organization produces key business and technical infrastructure at Apple handling orders from the online store, building applications that improve the retail store experience, providing network bandwidth for our services around the world, processing every transaction in iTunes, and closing the books. We do it all! If you are a born problem solver who enjoys collaborating on the next big thing, we may just have your dream job. From Apple ID to the Apple website to our data centers around the globe, IS&T manages the massive systems and services that so many rely on. They also build the custom tools that empower our employees to tackle problems on their own. And that means these engineers are free to do what engineers do best - explore all of technology's possibilities!
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Description
In this role, you will collaborate closely with engineers from various technical backgrounds to resolve issues across Apple's retail applications. As a hands-on, proactive problem solver, you will challenge the status quo, continuously learn, and strive for excellence in every aspect of your work. The ideal candidate will be skilled at diagnosing and resolving incidents while partnering with engineering teams to enhance product delivery and customer support. Apple is looking for an individual that takes pride in crafting solutions to enhance product delivery and customer support. This engineer role needs to work closely with cross-functional teams to identify issues and partner with the engineering teams to properly get them addressed. Critical thinking, documenting, and communicating within the team and cross-functionally is critical to the success of the role. Their role will include: - Handling and debugging incidents reported by an international user base, prioritizing based on impact, and ensuring timely resolution. - Managing & communicating carriers activation related issues across multiple platforms and systems. - Contributing to the development of functional requirements, technical specifications, and support documentation for automation and process improvements. - Conducting root cause analysis, logging defects, and collaborating with engineering & leadership teams to prioritize fixes. - Assisting with the support strategy for new product and feature launches. - Collaborating on cross-functional process enhancements to improve efficiency and service quality. - Participating in an on-call rotation to support applications and services, which may include non-standard hours and weekend coverage.
Minimum Qualifications
- Bachelor's degree or higher in Computer Science, Information Technology, or a related field, or similar work experience
- Related software engineering internship or job experience.
- Proven problem-solving ability and experience identifying root causes from diverse data sources (logs, telemetry, customer feedback).
Preferred Qualifications
- Familiarity with Project Management principles, including Agile methodology and D2P (Development to Production) processes.
- Experience with data visualization and analysis tools such as Tableau or Power BI.
- Ability to simplify and present complex technical issues in a clear, concise manner.
- Prior experience in Retail environments or supporting retail applications is highly advantageous.
- Proficiency in ITIL practices, including incident, problem, and change management.
- Coding knowledge in Java and familiarity with related frameworks.
- Experience with SQL and leveraging databases for data analysis.
- Experience with monitoring tools (e.g., Splunk), Application Performance Management (APM), and observability platforms.
- Willingness to participate in on-call rotations, travel internationally, and provide weekend coverage as needed.
Additional Requirements
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- 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.