Software Application Support Engineer, Retail & Marcom Engineering (R&ME)

Summary

Imagine what you could do here! The people here at Apple don’t just create products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work.

Here on the Retail Engineering Operations & Support team (REOS), we provide world-class support to Apple stores worldwide, both online and physical stores. Our main goal is to facilitate a magical, personalized shopping experience where customers can buy, and learn everything Apple, wherever they are. To achieve this, we’re looking for someone with extraordinary talent and passion to help us do extraordinary things!

We are seeking a detail-oriented Application Support Engineer to manage and support our software releases in non-production test environments before go-live. You will act as the bridge between engineering, QA, UAT, and DevOps teams— troubleshooting environment drift, data setup and system issues, and ensuring test environments readiness.

Description

As part of the global Apple Online Store non-production support team, you will triage critical system issues, deploy proactive monitoring, and coordinate cross-functional stakeholders under pressure to ensure rapid service restoration. Leveraging deep technical expertise and independent judgment, you will handle complex technical challenges while championing a growth mindset focused on automation, optimization, and operational efficiency.

Responsibilities

• Gain a comprehensive understanding of our eCommerce ecosystem - system integrations and dependencies - to review the functional and technical requirements of upcoming projects, identify potential impacts on existing workflows, and determine the necessary system monitoring needs
• Implement and activate new alerts as needed, or modify existing ones to ensure optimal system performance
• Partner with developers, QA/UAT test teams, and DevOps to ensure a consistent and stable test environment. Systematically identify changes to key environmental aspects, including base data values and their impact on potential test cases
• Track system performance and catch issues proactively using application logs and monitoring dashboards. Diagnose and resolve configuration errors, database connection drops, environment bottlenecks, and deployment failures
• Conduct root cause analysis, log defects, and collaborate with engineering teams to prioritize fixes. Work with other support teams to prioritize and fix system issues
• Work non-standard hours as necessary to support your teams and stakeholders in ongoing incident mitigation, which may occur at any time or day of the week
• Create and maintain support documentation, and help evolve standard practices and procedures
• Identify and collaborate on automation opportunities to improve support efficiency
• Conduct detailed knowledge transfer sessions for production support teams for key projects including assessment for additional monitoring and alerting, or changes

Minimum Qualifications

• 4+ years of software engineering in development, application support, DevOps/SRE, including incident, change and problem management using an enterprise ITSM tool
• Proficiency in Java, Scala, or other object-oriented programming languages for conducting comprehensive technical analysis and independent debugging
• Hands-on experience with Splunk or other monitoring/observability tools, and working experience with RDBMS and PL/SQL and cloud infrastructure such as AWS
• Excellent analytical and problem-solving skills in high-pressure outages, with the ability to conduct root cause analysis and articulate technical problems clearly to non-technical stakeholders
• Bachelor's degree or higher in Computer Science or a related STEM field or job related work experience

Preferred Qualifications

• Working experience on cloud infra, like AWS, is a plus
• Good knowledge of Unix Shell Scripting
• Support experience with eCommerce platform is a plus