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Sr. Content Support Engineer, Apple Services Engineering



Customer Service
Cupertino, CA, USA
Posted on Friday, June 28, 2024


Weekly Hours: 40
Role Number:200555752
The Apple Services Engineering team is one of the most exciting examples of Apple’s long-held passion for combining art and technology. These are the people who power the App Store, Apple TV, Apple Music, Apple Podcasts, and Apple Books. And they do it on a massive scale, meeting Apple’s high expectations with high performance to deliver a huge variety of entertainment in over 35 languages to more than 150 countries. Digital Supply Chain Content Support Engineering is the intersection of content (Apps, Video, Books, Music, Podcast), processing, CMS tools and support process. We are the grease and the glue within engineering team that creates the largest media store in the world. Our stores reach hundreds of millions of customers around the world, and have revolutionized how people interact with their music, movies, TV shows, apps, books, and podcasts You will work on Apple Music,Apple Books and Apple Podcast ecosystem, helping roll out new features, debugging issues, monitoring health of our systems and identifying code issues.


We're looking for a Content Support Engineer with a passion for Music, Books and Podcast. An ideal candidate is someone who strive to improve on customer experience, and the quality of content and service synonymous with Apple. You will go beyond the industry norm and demonstrate creativity in problem solving, ability to think dynamically and outside of standard convention, and adapt quickly to new technical areas. We promote innovation and new technology to further improve Apple's hardware performance and user experience. Thanks to Apple’s outstanding integration of hardware, software, and services, engineers here partner to get behind a single unified vision. That vision always includes a deep dedication to strengthening Apple’s privacy policy, one of Apple’s core values. Come join us and help deliver the next amazing Apple product! You'll join an integral support and operations team inside the Apple Services Engineering (ASE) org, working closely with our engineering teams to support multiple projects and features across the ASE ecosystem. You'll also work cross- functionally with our internal business and operations teams in testing, monitoring and providing support across these projects and features. Utilizing both technical and interpersonal skills will be essential to succeed in this role. • Serving as the primary point of contact for all technical groups and customers to address support issues and requests • Conducting technical analysis of incidents, performing root cause investigation and review with Engineering teams • Reporting, monitoring and troubleshooting the pipeline and perform workarounds as needed • Working with Engineering teams and SRE's to develop, implement and improve Incident Management and Problem Management • Working with Project Managers and Operations on new projects and developer communications • Analyzing workflows, filing detailed bug reports and following through until the issue is resolved

Minimum Qualifications

  • 5+ years of experience in debugging technical issues
  • Proficient in SQL and Experience with the Big-Data ecosystem (Spark, Hadoop, Hive, Pig, etc.)
  • Excellent scripting knowledge with Python or similar languages
  • Debugging API requests and response issues using Charles or network logs
  • Excellent verbal and written communication skills

Key Qualifications

Preferred Qualifications

  • Experience implementing and administering logging, telemetry and monitoring tools like Splunk is a plus
  • Experience with programming and git repo
  • Proven ability to self-start, learn, plan, prioritize and deliver to deadlines
  • Excellent interpersonal skills, especially the ability to filter and distill meaningful information to the right audience.
  • Self starter with a strong sense of personal responsibility
  • Understands priorities and doesn’t compromise quality

Education & Experience

Additional Requirements

Pay & Benefits

  • Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.