Problem Manager Jobs in Seattle, WA (NOW HIRING)

People at Apple don't just build products - they craft the kind of experiences that have revolutionized entire industries. The diverse collection of our people and their ideas inspire innovation in everything we do. Imagine what you could do here!
The Apple Services Engineering (ASE) team builds and provides systems and infrastructure that fuel Apple's Services. These are the people who power the App Store, Apple TV, Apple Music, Apple Podcasts, Apple Books, and more. And they do it on a massive scale. They consistently exceed Apple’s high standards with high-performance solutions, delivering a diverse array of products in over 35 languages to more than 150 countries.
The ASE Production Support Engineering team is looking for a Production Services Engineer for troubleshooting, tracking, and resolving technical issues. This Engineer will play a vital role in technical troubleshooting for Apple’s customers, internal business partners, and strategic partners for all of Apple’s Media Services.
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. You'll develop full-stack applications that streamline how our team handles issue resolution, tracks technical problems, and analyzes patterns in support data. This requires strong programming fundamentals and the ability to work independently. You'll architect backend services that interact with many other systems through REST APIs and build intuitive user interfaces for internal stakeholders. Furthermore, your commitment extends to participating in On-Call duties and assisting during spikes in issues or when faced with time-critical situations.
Preferred Qualifications
3+ years of experience
Experience with log analysis tools, such as Splunk, is a huge plus
High logical and critical thinking skills
Minimum Qualifications
Bachelor's degree in Computer Science, Informatics, Information Technology, or a related field, or an equivalent combination of education and experience
Experience in one or more of the following: scripting languages, such as Python, server-side programming languages, such as Java, web development technologies, such as React.
Proven track record in solving problems within complex distributed applications
Demonstrated expertise in analyzing client and server-side logs
Strong knowledge of SQL, relational database systems, and/or distributed SQL query engine (such as Oracle and Trino)
Pay & Benefits
At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $137,500 and $250,700, and your base pay will depend on your skills, qualifications, experience, and location.
Apple employees also have the opportunity to become an Apple shareholder through participation in Apple's discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple's Employee Stock Purchase Plan. You'll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses - including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits
Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.