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Escalation Engineer - Apple Services Engineering

Apple
Early Applicant
  • 27 days ago
  • Be among the first 50 applicants
Exp: 0-2 Years
Singapore

Electronics Manufacturing

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Job Description

Job Description

Summary

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 an Escalation 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.

Description

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. This involves developing exceptional tools, documentation, and refining processes to elevate the quality and speed of issue handling. Furthermore, your commitment extends to participating in On-Call duties and assisting during spikes in issues or when faced with time-critical situations.

Minimum Qualifications

  • Proven track record in solving problems within complex distributed applications
  • Proficiency in scripting, such as Python, and server-side programming languages, such as Java.
  • High logical and critical thinking skills
  • Demonstrated expertise in analyzing client and server-side logs
  • Strong knowledge of SQL, relational database systems, and/or distributed SQL query engines (such as Oracle and Trino)

Preferred Qualifications

  • Experience with log analysis tools, such as Splunk, is a huge plus
  • Experience in Charles Proxy or Wireshark and Sysdiagnose is a plus.

More Info

Industry:Electronics Manufacturing

Function:technology

Job Type:Permanent Job

Skills Required

Python
Sql
Wireshark
Splunk
Java
Oracle
Charles Proxy

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Date Posted: 01/11/2024

Job ID: 98848091

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About Company

Apple
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Apple Inc. is an American multinational technology company that specializes in consumer electronics, software and online services headquartered in Cupertino, California, United States. Apple is the largest technology company by revenue (totaling US$365.8 billion in 2021) and as of May 2022, it is the world's second biggest company by market capitalization,the fourth-largest personal computer vendor by unit sales and second-largest mobile phone manufacturer. It is one of the Big Five American information technology companies, alongside Alphabet, Amazon, Meta, and Microsoft.

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Last Updated: 27-11-2024 06:59:32 PM
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