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Technical Support Engineer, Apple Media Products, Books

Technical Support Engineer, Apple Media Products, Books

Seattle,Washington,United States

Software and Services

+ 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

+ Customer focus

**Description**

- NICE TO HAVE - Familiarity with digital media files and digital content - Experience with Java programming, scripting 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. 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. The people who work here have reinvented and defined entire industries with the Mac, iPhone, iPad, Apple TV, Apple Watch, AirPods, HomePod and a multitude of groundbreaking Accessories. We have done the same with services, including TV, the App Store, Apple Music, and Apple Pay. The same passion for innovation that goes into our products also applies to our practices — strengthening our commitment to leave the world better than we found it. You should join us to help deliver the next amazing Apple product. Does this sound you like? Join our team! Digital Supply Chain Content Support Engineering is the intersection of content (Video, Apps, Books, Music, Podcast) processing, CMS tools and process support. We are the grease and the glue within engineering team that creates the largest media store in the world. This role tackles many forms 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. Utilizing both technical and interpersonal skills will be essential to success in this role. You will be responsible for 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. 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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