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Apple Escalation Engineer - Apple Services Engineering Singapore 794277955
18.11.2024
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Description
As a vital member of an exceptional global team, you will play a key role in Tier 4 support, addressing technical issues for customers, internal business partners, and strategic partners. Your responsibilities will include efficiently triaging issues, evaluating their impact, delving into server logs, replicating problems, capturing device logs, and methodically determining root causes. Collaboration with diverse engineering teams to prioritize and resolve issues will be a central aspect of your role. Acting as the problem manager for top issues, you'll communicate updates and estimated time of resolution to a broad audience, including senior leadership. In addition to driving issue resolutions, you will contribute to the enhancement of operational efficiency. This involves developing exceptional tools, documentation, and refining processes to elevate the quality and speed of issue handling. Furthermore, your commitment extends to participating in On-Call duties and assisting during spikes in issues or when faced with time-critical situations.
Minimum Qualifications
- Proven track record in solving problems within complex distributed applications
- Proficiency in scripting, such as Python, and server-side programming languages, such as Java.
- High logical and critical thinking skills
- Demonstrated expertise in analyzing client and server-side logs
- Strong knowledge of SQL, relational database systems, and/or distributed SQL query engines (such as Oracle and Trino)
Preferred Qualifications
- Experience with log analysis tools, such as Splunk, is a huge plus
- Experience in Charles Proxy or Wireshark and Sysdiagnose is a plus.
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