Technical Operations Engineer & Production Support, Customer Systems

Customer Systems is part of IS&T and drives the technology behind Apple’s customer support experience — from contact center operations to the software powering the iconic Genius Bar. The team also builds and operates AppleCare’s online support platform, which handles 6 billion visits per year, delivering seamless, high-quality support to Apple customers around the globe.

At Apple, customer experience is at the forefront of everything we do. Apple Customer systems Operations team is looking for a highly skilled and motivated CS TechOps Engineer (Technical Operations & Site Reliability Engineer) to join our operations team. In this role, you will be responsible for maintaining the reliability, availability, and performance of business-critical, globally distributed systems.

If you have the desire and motivation to design and develop automation solutions to streamline system sustenance, monitoring, and operational workflows, while collaborating closely with support, engineering and business operations teams, this profile is for you. Ideal candidates will combine strong software engineering skills with a passion for operational excellence, and thrive in a fast-paced, change-driven environment focused on continuous improvement and flawless delivery.

Minimum Qualifications

Experience in debugging Java, JEE, REST, Swift/Objective C, Websockets and data access technologies.
Experience in leading and driving operations teams for large scale mission critical applications working in a 24x7 operations and on/off shore support model
Strong knowledge of Production support practices for managing web and iOS applications and passion for eliminating repetitive manual processes using automation.
Experience in interpreting data from systems like Open Telemetry, Splunk and other monitoring tools.

Preferred Qualifications

Experience in using AI / LLM models to significantly improve Operations efficiency and perform tasks like model training, MCP creation or designing model utility.
Understanding of standard networking protocols and components such as: HTTP, DNS, TCP/IP, ICMP, the OSI Model, Subnetting and Load Balancing is a plus
Lead a team of highly skilled engineers across the globe and guide their work towards operations excellence, gaining efficiency by automating their daily routine tasks.
Experience in strategizing and achieving operational excellence in global distributed systems.
Fundamental understanding of distributed systems including: Micro services, Messaging Brokers and Versioning
Understanding of the Linux Operating System, including Kernel, Memory, Process, Threads, Static / Shared Libraries, IPC, Signals.
Excellent organizational and documentation skills.