Software Application Support Engineer

APPLE SOUTH ASIA PTE. LTD.; Singapore; On-site; SGD 50,000 - 80,000; Full time

Job summary

A leading company seeks a Software Application Support Engineer to enhance their Retail Engineering Operations & Support team. This role focuses on managing and troubleshooting software applications while delivering a top-notch customer experience. Ideal candidates will have a solid technical background and a passion for problem-solving in a dynamic environment.

Qualifications

• 4+ years in software engineering or application support.
• Experience with fault analysis and automation.
• Coding knowledge in Java, Scala, and related frameworks.

Responsibilities

• Manage and troubleshoot Apple Online Store incidents globally.
• Conduct root cause analysis and log defects.
• Collaborate on process enhancements for service quality.

Skills

Troubleshooting

Problem-solving

Critical thinking

Automation

Education

Bachelor's degree in Computer Science or STEM

Tools

RDBMS

PL/SQL

AWS

Unix Shell Scripting

Splunk

Job description

Summary

Imagine what you could do here. At Apple, excellent ideas have a way of becoming great products, services, and customer experiences. Bring passion and dedication to your job and there’s no telling what you could accomplish. We at Apple don’t just build products, we craft the kind of wonder that’s revolutionized entire industries. Apple is where individual creativities come together to create extraordinary products and services. Every new product we build, service we create, or Apple Store experience we deliver, is the result of us making each other's ideas stronger.

Description

Here on the Retail Engineering Operations & Support team (REOS), we provide world-class support to Apple stores worldwide, both online and physical stores. Our main goal is to facilitate a magical, personalized shopping experience where customers can buy, and learn everything Apple, wherever they are. To achieve this, we’re looking for someone with extraordinary talent and passion to help us do extraordinary things. We are seeking a Software Application Support Engineer, who will collaborate closely with engineers from various technical backgrounds and to resolve issues across Apple’s retail applications. As a hands-on, proactive problem solver, you will challenge the status quo, continuously learn, and strive for excellence in every aspect of your work.

Critical thinking, analysis, documenting, and communicating within the team and cross-functionally is critical to the success of the role. Their role will include:

• Partner with engineering teams to prioritize and fix production defects
• Managing and troubleshooting global incidents related to Apple Online Store for our user base globally
• Contributing to the development of functional requirements, technical specifications, and support documentation for automation and process improvements
• Conducting root cause analysis, logging defects, and collaborating with engineering, leadership and partner teams to prioritize fixes
• Assisting with the global support strategy for new product releases and feature launches
• Collaborating on cross-functional process enhancements to improve efficiency and service quality
• 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
• 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

Minimum Qualifications

• 4+ years of software engineering or application support experience
• Bachelor's degree or higher in CS or in a STEM field
• Skills and experience in monitoring, alerting, fault analysis, and automation
• Strong troubleshooting and problem-solving skills
• Coding knowledge in Java, Scala and frameworks related to Java
• Good knowledge of RDBMS, PL/SQL

Preferred Qualifications

• Good knowledge of Unix Shell Scripting
• Working experience on cloud infra, like AWS, is a plus
• Experience with Splunk, monitoring tools, APM & observability, is a plus
• Support experience with eCommerce platform is a plus
• Exposure to Incident and Problem Management processes is a plus

Apple is an equal opportunity employer that is committed to inclusion and diversity, and thus we treat all applicants fairly and equally. Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.