Support Engineer • Senior

Who you are

You have over 5 years of experience in software support, demonstrating a proven ability to troubleshoot and resolve issues effectively. Your problem-solving skills are top-notch, allowing you to identify root causes from diverse data sources such as logs and customer feedback. You possess a basic understanding of coding, particularly with the Ruby on Rails framework, which enables you to communicate effectively with development teams. Your knowledge extends to database management, specifically with MySQL and PostgreSQL, ensuring you can handle data-related inquiries and issues.

You thrive in collaborative environments, working closely with users and stakeholders to enhance internal tools and processes. Your communication skills are exceptional, allowing you to articulate technical concepts to non-technical users. You are proactive in creating, reviewing, and modifying documentation to improve user experience and application usage.

What you'll do

In this role, you will play a crucial part in supporting Marcom’s internal tools, acting as the first point of contact for user inquiries and troubleshooting. You will engage with users to understand their challenges and provide effective solutions, ensuring seamless operation of the applications. Your responsibilities will include creating and maintaining documentation that corresponds to application usage, which is vital for user training and support.

You will collaborate with the development team to relay user feedback and suggest improvements, contributing to the evolution of standard practices and procedures within the support engineering team. Your role will also involve analyzing data from various sources to identify trends and areas for improvement, enhancing the overall user experience.

What we offer

At Apple, you will be part of a creatively-led global team that values innovation and technical excellence. We offer a dynamic work environment where your contributions will directly impact the future of marketing communications. You will have opportunities for professional growth and development, working alongside talented individuals who are passionate about their work. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.