Production Services Engineer - Apple Services Engineering

Apple • Seattle, WA

1d

About The Position

People at Apple don't just build products — they craft the kind of experiences that have revolutionized entire industries. The diverse collection of our people and their ideas inspire innovation in everything we do. Imagine what you could do here! The Apple Services Engineering (ASE) team builds and provides systems and infrastructure that fuel Apple’s Services. These are the people who power the App Store, Apple TV, Apple Music, Apple Podcasts, Apple Books, and more. And they do it on a massive scale. They consistently exceed Apple’s high standards with high-performance solutions, delivering a diverse array of products in over 35 languages to more than 150 countries. The ASE Production Support Engineering team is looking for a Production Services Engineer for troubleshooting, tracking, and resolving technical issues. This Engineer will play a vital role in technical troubleshooting for Apple’s customers, internal business partners, and strategic partners for all of Apple’s Media Services. As a vital member of an exceptional global team, you will play a key role in Tier 4 support, addressing technical issues for customers, internal business partners, and strategic partners. Your responsibilities will include efficiently triaging issues, evaluating their impact, delving into server logs, replicating problems, capturing device logs, and methodically determining root causes. Collaboration with diverse engineering teams to prioritize and resolve issues will be a central aspect of your role. Acting as the problem manager for top issues, you'll communicate updates and estimated time of resolution to a broad audience, including senior leadership. In addition to driving issue resolutions, you will contribute to the enhancement of operational efficiency. You'll develop full-stack applications that streamline how our team handles issue resolution, tracks technical problems, and analyzes patterns in support data. This requires strong programming fundamentals and the ability to work independently. You'll architect backend services that interact with many other systems through REST APIs and build intuitive user interfaces for internal stakeholders. Furthermore, your commitment extends to participating in On-Call duties and assisting during spikes in issues or when faced with time-critical situations.

Requirements

• Bachelor's degree in Computer Science, Informatics, Information Technology, or a related field, or an equivalent combination of education and experience.
• Experience in one or more of the following: scripting languages, such as Python, server-side programming languages, such as Java, web development technologies, such as React.
• Proven track record in solving problems within complex distributed applications.
• Demonstrated expertise in analyzing client and server-side logs.
• Strong knowledge of SQL, relational database systems, and/or distributed SQL query engine (such as Oracle and Trino).
• 3+ years of experience.
• High logical and critical thinking skills.

Nice To Haves

• Experience with log analysis tools, such as Splunk, is a huge plus.

Responsibilities

• Troubleshooting, tracking, and resolving technical issues for Apple’s Media Services.
• Playing a key role in Tier 4 support, addressing technical issues for customers, internal business partners, and strategic partners.
• Efficiently triaging issues, evaluating their impact, delving into server logs, replicating problems, capturing device logs, and methodically determining root causes.
• Collaborating with diverse engineering teams to prioritize and resolve issues.
• Acting as the problem manager for top issues, communicating updates and estimated time of resolution to a broad audience, including senior leadership.
• Developing full-stack applications to streamline issue resolution, problem tracking, and analysis of support data.
• Architecting backend services that interact with other systems through REST APIs.
• Building intuitive user interfaces for internal stakeholders.
• Participating in On-Call duties and assisting during spikes in issues or time-critical situations.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level