Senior CMS & Incident Response Engineer (Publishing)

Apple Inc.; Austin, Northern (TX, KY); Hybrid; USD 130,000 - 170,000; Full time

Job summary

Apple Inc. in Austin, Texas, seeks a Senior Software Support Engineer for Retail & Marcom Engineering to manage the CMS platform behind the Apple Online Store. You will triage incidents, coordinate across engineering, QA, UAT and DevOps, and own publishing issues end-to-end.

You’ll participate in on-call rotations, drive problem management, create runbooks, and automate triage processes while delivering fast, reliable test and production support in a 24/7 environment.

Qualifications

• 8+ years in IT operations, production support, SRE, or security, incl. incident, change and problem management.
• Hands-on CMS experience and CMS pipeline knowledge.
• Java/Scala or OO language coding for deep technical analysis.
• Hands-on with Splunk and SQL/PLSQL for incident data.
• Bachelor's degree or higher in CS or related STEM field.

Responsibilities

• Triage, troubleshoot and prioritize incidents based on business impact; mitigate to unblock the business.
• Own incidents through root cause analysis; file defects and work with engineering on fixes.
• Review change requests for publishing impact and rollback readiness; validate health.
• Provide coverage during launches and seasonal peaks; participate in war rooms.
• Drive problem management; convert alerts to problem records and track permanent fixes.
• Participate in on-call rotations and support non-standard hours as needed.
• Transfer knowledge from engineering; tune actionable alerts.
• Create and maintain runbooks and support documentation.
• Identify and build automation to reduce manual triage and reporting.
• Produce recurring incident and publishing summaries for leadership.

Skills

IT operations

SRE

Security

Incident management

Troubleshooting

Education

Bachelor's degree in Computer Science or related STEM field

Tools

Splunk

SQL/PLSQL

Snowflake

Tableau

AWS

Kubernetes

Solr

Cassandra

Job description

Apple Inc. in Austin, Texas, seeks a Senior Software Support Engineer for Retail & Marcom Engineering to manage the CMS platform behind the Apple Online Store. You will triage incidents, coordinate across engineering, QA, UAT and DevOps, and own publishing issues end-to-end.

You’ll participate in on-call rotations, drive problem management, create runbooks, and automate triage processes while delivering fast, reliable test and production support in a 24/7 environment.