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Apple Media Products Engineering - Content Support Engineer

Apple Media Products Engineering - Content Support Engineer

Seattle,Washington,United States

Operations and Supply Chain

+ Experience diagnosing technical issues

+ Experience with SQL, XML

+ Knowledge of process management, metrics and KPIs

+ Excellent interpersonal skills, ability to understand technical concepts and communicate with non-technical customers

+ Self motivated, constantly looking for areas of improvement


+ Familiarity with digital media files and content

+ Knowledge of video ecosystem and delivery of large scale video

+ Experience with Java programming, scripting


Digital Supply Chain Content Engineering is the intersection of content (Video, Apps, Books, Music) processing, CMS tools and process support. We are the grease and the glue within the engineering team that crafts the largest media store in the world! We're looking for a Content Support Engineer with a passion for media, customer experience, and the quality of content and service synonymous with Apple. Does this sound like you? Join us! This role tackles many tasks from basic customer service and training, to ticket investigation, to content investigations, to identifying code and system fixes to issues. You'll join an integral support and operations team inside the Apple Media Products (AMP) engineering org, working closely with our engineering teams to support multiple projects and features across the AMP and Services ecosystem. You'll also work cross-functionally with our internal business and operations teams in testing, monitoring and production support across these projects and features. Utilizing both technical and interpersonal skills will be crucial to success in this role. Reporting, monitoring and troubleshooting the content ingestion/encoding pipeline for all Apple Media Products. Conducting technical analysis of incidents, performing root cause investigation and review with technical teams Working with Engineering teams to develop, implement and improve Incident Management and Problem Management Serving as the primary point of contact for all technical groups and customers to address support issues and requests Be passionate about working with business and engineering teams in developing content types Communicating with production teams in planning for systems resources and tracking time-sensitive content Analyzing workflows, filing detailed bug reports and providing QA test plans

**Education & Experience**

Minimum BS in computer science, engineering or related experience

**Additional Requirements**

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