Software Application Support Engineer, Retail Engineering

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Our team is responsible for detecting & supporting IT issues across Apple Retail applications, and is seeking a new support engineer to join us. Do you enjoy solving sophisticated business problems with process and technology? Do you thrive in environments that require multi-functional thinking, collaboration, and innovation? If so, this may be the job for you.

Description

In this position, you will have the opportunity to work collaboratively with multiple support engineers from related but different backgrounds. To be successful in this role, the candidate must be hands-on, proactive, versatile at problem solving, have the demeanor to challenge the norm and have a strong desire to learn and work towards excellence.

Apple is looking for an individual that takes pride in crafting solutions to enhance product delivery and customer support. This engineer needs to work closely with multi-functional teams to identify issues and partner with the engineering teams to properly get them addressed. Critical thinking, planning, documenting, and communicating within the team and cross-functionally is critical to the success of the role. Their role will include:

Handling Incidents reported by an international user base, triage and prioritize incidents based on the impact.

Conducting root cause analysis, logging defects and partnering with engineering teams to prioritize fixes

Leading and participating in the development of functional requirements and technical specifications for support documentation & automation.

Assisting with the introduction of new products & features launches and its support strategy

Collaborating with other specialists on cross functional process improvements.

Share on-call rotation with other team members to support apps and services in scope

Work non-standard hours to support your teams with ongoing incident mitigation, which may occur at any time/day of the week.

Minimum Qualifications

• BS degree or higher in CS or related field

• At least 4 years of experience supporting critical customer-facing systems in Production

• Comfortable with on-call rotations, international travel and weekend coverage

Preferred Qualifications

• Past support experience with eCommerce platform or Retail/Payments systems

• Comfortable with Project Management principles, from defining requirements to elaborating a production launch. (D2P & Agile methodology)

• Experience in presenting and distilling complex technical issues in simple terms

• Past experience in documenting & preparing the visualization of large data sets through data analysis tools such as Tableau, or Power BI

• Past Retail Experience is a strong plus

• 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.