Escalation Engineer

Cupertino, CA
  • Job Code
    200124517
Summary

Summary

Posted: Nov 19, 2019

Role Number: 200124517

Do you love being challenged and solving technical problems, and want to help others to get their technology working? The production support team in Apple Media Products organization is seeking an Escalation Engineer who has a real passion for providing technical support. This Escalation Engineer will play a technical troubleshooting role for customer and partner issues in Apple services including App Store, Apple Music, iTunes store, TV App on all Apple devices. This person will be responsible for identifying, troubleshooting, documenting, resolving, raising and tracking issues. The Escalation Engineer will work alongside engineering, customer support, business and operation teams to front tier 4 level escalations across the Apple platform. This role provides exposure to our entire technology stack and is a great opportunity to work closely with many teams, both engineering and non-engineering. If you are a technically-oriented problem solver who enjoys working in a fast-paced environment, this may be a perfect role for you. You will have the opportunity to untangle challenging problems within our highly complex technology platform. You will be part of a global team

Key Qualifications

  • You should be experienced in many of the following technical areas:
  • Troubleshoot and debug complex, distributed applications
  • Internet and networking knowledge (HTML, JavaScript, JSON, HTTP, SSL and TCP/IP)
  • Python, Perl, Shell or other scripting languages will be preferred
  • Analyse client and/or server side logs in tools/systems (Sysdiagnose, Splunk etc)
  • SQL or other relational database queries
  • Customer Service/Support Environment
  • Bug/issue tracking ticketing systems (Jira, Bugzilla etc)
  • HTTP request and response capture tools (Wireshark, Charles Proxy etc)
  • Excel or Numbers
  • You also should have all of the following:
  • High logical/critical thinking
  • Solid ability to bring a positive, courteous, and engaged attitude to all interactions by "owning" the customer experience and you are comfortable providing support to all, including executive leadership
  • Initiative to challenge processes & improve results
  • Excellent communication skills (verbal and written), time-management skills and attention to detail
  • Ability to lead meetings and make presentations

Description

Understand issues from the description and discuss with ticket originators to get clarity if needed
Reproduce and investigate the root causes of unexpected application behaviour reported by customers, partners and other employees.
Apply critical thinking to come up with ways to reproduce issues which are edge cases, hard to reproduce
Quickly and accurately assess the impact of an escalated issue and prioritize accordingly. Upgrade or downgrade priority based on analysis and convince ticket originators
Collaborate with and coordinate multiple engineering teams to resolve defects in the system and drive features/alerts to avoid repeats of these incidents.
Act as problem manager for top issues. Provide updates and ETA for resolution to a wide audience, including management for all major incidents.
Finish investigation and coordinate resolutions for multiple issues coming to the queue every day in various priorities, within the agreed SLAs
Conduct postmortem for prevention and faster detection of issues
Be oncall.
Gain knowledge in new features, applications and payment methods in Apple Media Products. Take turns in documenting and training/share knowledge with the team
Develop tools, scripts, processes, best practices to improve quality and speed in handling issues

Education & Experience

Bachelor's degree in MIS, Computer Science, related field, or equivalent work experience is required

Additional Requirements

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Escalation Engineer

Apple, Inc.
Cupertino, CA

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