Software Application Support Engineer. Apple Online Retail Engineering

Summary
There is a great opportunity for a talented support engineer to join a global team supporting the Apple Online Store, a multi-channel world class 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.
Strong people skills with excellent written and verbal communication skills, with the ability to take complex technical topics and distill them in easy to understand layman 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 complex production issues.

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