Apple Media Products - Escalation Engineer at Apple

Posted on: 07/11/2021

Location: Cork (ON-SITE)

full time

Crunchbase | Glassdoor: 4.0 / 5 | Original Source

Tags: perl sql python jira

Apple Media Product's production support team is looking for an Escalation Engineer for troubleshooting, tracking and resolving issues. This Engineer will play a technical troubleshooting role for customer and partner issues in App Store, Apple Music, iTunes store, TV App, Arcade, Fitness+, Podcasts and Books on various hardware and operating systems. Working as part of an extraordinary team you will be responsible for Tier 4 support of customer and partner issues. You will triage issues, assess impact, check server logs, reproduce, capture device logs, determine the root cause and work with different engineering teams to prioritize and resolve issues. You will act as problem manager for top issues and provide updates and ETA for resolution to a wide audience, including management. You will develop excellent tools, write documentation, scripts and processes to improve quality and speed in handling issues. You will also need to handle On-Call when it is your turn and work extra hours when there are spike in issues or time critical issues. We are looking for a sharp engineer who also has a passion for customer support. You are also a phenomenal teammate, ready to engage in lively discussions. The ideal candidate pays close attention to details, but also keeps sight of the bigger picture. In addition, this position requires an individual with excellent written and verbal communication skills. Apple’s most important resource, our soul, is our people. Apple benefits help further the well-being of our employees and their families in meaningful ways. No matter where you work at Apple, you can take advantage of our health and wellness resources and time-away programmes. We’re proud to provide stock grants to employees at all levels of the company, and we also give employees the option to buy Apple stock at a discount — both offer everyone at Apple the chance to share in the company’s success. You’ll discover many more benefits of working at Apple, such as programmes that match your charitable contributions, reimburse you for continuing your education and give you special employee pricing on Apple products. Skills & requirements --------------------- * Experience solving problems in sophisticated, distributed applications. * Knowledge of SQL or other relational database queries * Exposure to Python, Perl, Shell or any scripting language * High logical/critical thinking * Experience in any bug/issue ticketing systems like Jira or Bugzilla * Analyzing client and/or server side logs in tools/systems like Sysdiagnose or Splunk is a huge plus