Software Application Support Engineer, Retail Engineering

This is a phenomenal 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. Description 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. - Work non-standard hours to support your teams with ongoing incident mitigation, which may occur at any time/day of the week. - Share on-call rotation with other team members to support apps and services in scope. - Take knowledge transition from engineering teams for changes being rolled out in production. Assess the need for production monitoring and alert setup. - Triage and prioritize incidents based on the impact, devise and implement mitigation steps to unblock the business. - Conduct RCA, log defects and partner with engineering team for prioritization. - Automation, maintain support documentation and debug sophisticated production issues.

Minimum Qualifications

• 3+ years of software engineering experience in a large-scale environment, of which at least 2 years focused on Application Support Engineering.
• BS degree and equivalent experience or higher in CS or related field.
• Coding knowledge in Java, Scala and frameworks related to Java.
• Good understanding of SQL.
• Skills and experience in monitoring, alerting, fault analysis, and automation.

Preferred Qualifications

• Analytical problem solver who flourishes with data collection, analysis, and strategic decision-making based on quantitative results.
• Strong problem-solving and critical thinking skills to solve complex problems with innovative solutions. Experience in RCA of technical issues.
• Strong teammate who furthers collaboration; Excellent social skills.
• Strong communication skills and ability to drive triage of critical issues with multiple technical and business teams.
• Good knowledge of RDBMS, PL/SQL and NoSQL, Unix Shell Scripting.
• Working experience on cloud infra, like AWS.
• Experience with one or more - Splunk, monitoring tools, APM & observability.
• Support experience with eCommerce platform is a plus.
• Exposure to Incident and Problem Management processes is a plus.

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