As a Content Triage Engineer, you will be part of a diverse team responsible for a mixture of content encoding / processing support (Apple TV+, Arcade, Video, Apps, Books, Music), CMS tools and process support. We are the grease and the glue within engineering team that builds the largest media store in the world. This role tackles many forms from basic customer service and training, to ticket investigation, content investigations, to identifying code and system fixes to issues. Our team is looking to hire a qualified and curious engineer to help us with an unusual role.
You'll have systems troubleshooting experience - examining log files, understanding system dependencies etc. Expert analyzing requirements, developing test cases, QA processes Previous proven experience with Command Line Unix and OS X You'll bring excellent experience with SQL, XML, scripting, programming (java preferred) You should have familiarity with digital media files and content - audio, video, eBook, apps Customer focus
You are a self-starter, standout colleague, with the ability to meet might deadlines applicant. We work as a "family" and try and all pull our own weight to keep the worlds favorite media store flowing with content 24 hours a day. You may be newly out of school with a CS degree, have a strong head on your shoulders and want to make your way into an incredible engineering org - this could be your first step. Inversely, you could have been coding for years and want to look at software from a different angle and want to use your experience and skills to make improvements at a more granular level. That would be extraordinary too! The big thing is be a "roll with it" kinda person who likes to fix things all the way to their root cause. SOME OF YOUR RESPONSIBILITIES WILL INCLUDE:
Reviewing issues reported by customers or detecting by our monitoring systems daily
Reporting, monitoring and solving the ingestion / encoding pipeline for all iTunes Digital Supply Chain
Conducting technical analysis of incidents, performing root cause investigation and review with technical teams
Working with Engineering teams to develop, implement and improve Incident Management and Problem Management
Serving as the primary point of contact for all technical groups and customers for iTunes Digital Supply Chain to address support issues and requests
Working with iTunes business and engineering teams in developing content types
Communicating with production teams in planning for systems resources and tracking time-sensitive content
Analyzing workflows, filing detailed bug reports and providing QA test plans You will go beyond the industry norm and demonstrate creativity in problem solving, ability to think dynamically and outside of standard convention, and adapt quickly to new technical areas. We promote innovation and new technology to further improve Apple's hardware performance and user experience. The people who work here have reinvented and defined entire industries with the Mac, iPhone, iPad, Apple TV+, Apple News, Arcade, Apple Watch, AirPods, HomePod and a multitude of groundbreaking Accessories. We have done the same with services, including iTunes, the App Store, Apple Music, and Apple Pay. The same passion for innovation that goes into our products also applies to our practices strengthening our commitment to leave the world better than we found it. You should join us to help deliver the next amazing Apple product.
Bachelor's degree in MIS, Computer Science, related field, or equivalent work experience is required.