Software Application Support Engineer, Retail Engineering

This is an extraordinary opportunity for a hardworking support engineer to join a distributed team supporting the Apple Online Store, a multi-channel elite eCommerce platform. The role, technical in nature, requires the individual to gain deep technical knowledge and understanding of the eCommerce platform to provide technical support to our business and core engineering teams.

We are seeking strong people skills with excellent written and verbal communication skills, with the ability to take sophisticated technical topics and distill them in easy to understand non-expert terminology, will round out the core responsibilities of the role. As a member of the support engineering team, you will take an active role in the definition and evolution of standard practices and procedures.

Partner with engineering teams to prioritize and fix production defects\\n\\nWork non-standard hours to support your teams with ongoing incident mitigation, which may occur at any time/day of the week\\n\\nShare on-call rotation with other team members to support apps and services in scope\\n\\nTake knowledge transition from engineering teams for changes being rolled out in production\\n\\nAssess the need for production monitoring and alert setup\\n\\nTriage incidents based on the impact, devise and implement mitigation steps to unblock the business\\n\\nConduct RCA, log defects and partner with engineering team for prioritization\\n\\nAutomation, maintain support documentation and debug sophisticated production issues

3+ years of software engineering or application support experience in a large-scale environment\\n\\nCoding knowledge in Java, Scala or frameworks related to Java\\n\\nStrong knowledge of PL/SQL\\n\\nBS degree and equivalent experience or higher in CS or related field

Strong problem-solving and critical thinking skills to solve complex problems\\n\\nSkills and experience in monitoring, alerting, fault analysis, and automation\\n\\nExcellent follow through, organizational ability, and flexibility in a dynamic, demanding environment\\n\\nStrong communication skills and ability to drive triage of critical issues with multiple technical and business teams\\n\\nKnowledge NoSQL databases, Unix Shell Scripting\\n\\nWorking experience on cloud infra, such as AWS, and experience with Splunk or any other APM tool