Sr. Content Support Engineer, Apple Services Engineering

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