Software Application Support Engineer, Retail Engineering Operations & Support

Do you want to help build some of the largest and most consequential enterprise and customer technology systems in the world? Join Apple’s Information Systems and Technology (IS&T) organization. IS&T is the engine behind everything Apple does for customers and for the people who build for them. It’s Apple’s central nervous system. Supporting 2.5 billion active Apple devices, processing billions of secure transactions, and keeping the technology that defines modern life running flawlessly, IS&T makes the impossible feel effortless.

Do you love building solutions to handle global complexity and immense scale? Imagine what you could do here.

Retail and Marcom Engineering, an IS&T team, builds and operates the systems and experiences that connect Apple’s products with its customers. The team owns the technology behind both Apple’s online and physical stores and drives the interactive marketing experiences and tools that keep creative operations moving. Together, those functions deliver the technology behind every product story Apple tells and every purchase a customer makes.

Imagine what you could do here. At Apple, excellent ideas have a way of becoming great products, services, and customer experiences. Bring passion and dedication to your job and there’s no telling what you could accomplish.

We at Apple don’t just build products, we craft the kind of wonder that’s revolutionized entire industries! Apple is where individual creativities come together to create extraordinary products and services. Every new product we build, service we create, or Apple Store experience we deliver, is the result of us making each other's ideas stronger!

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 Software Application Support Engineer, who will collaborate closely with engineers from various technical backgrounds and to resolve issues across Apple’s retail applications. As a hands-on, proactive problem solver, you will challenge the status quo, continuously learn, and strive for excellence in every aspect of your work. Critical thinking, analysis, documenting, and communicating within the team and cross-functionally is critical to the success of the role.

Your role will include:
Partnering with engineering teams to prioritize and fix production defects.
Managing and troubleshooting global incidents related to Apple Online Store for our user base globally.
Contributing to the development of functional requirements, technical specifications, and support documentation for automation and process improvements.
Conducting root cause analysis, logging defects, and collaborating with engineering, leadership and partner teams to prioritize fixes.
Assisting with the global support strategy for new product releases and feature launches.
Collaborating on cross-functional process enhancements to improve efficiency and service quality.
Triage and prioritize incidents based on the impact, devise and implement mitigation steps to unblock the business.
Conduct RCA, log defects and partner with engineering team for prioritization.
Automation, maintain support documentation and debug complex production issues.
Work non-standard hours to support your teams with ongoing incident mitigation, which may occur at any time/day of the week.
Share on-call rotation with other team members to support apps and services in scope.
Take knowledge transition from engineering teams for changes being rolled out in production. Assess the need for production monitoring and alert setup.

Minimum Qualifications

Bachelor's degree or higher in CS or in a STEM field
1+ years of software engineering or application support experience
Skills and experience in monitoring, alerting, fault analysis, and automation and ITIL practices and standards
Strong troubleshooting and problem-solving skills
Coding knowledge in Java, Python, Scala and frameworks related to Java
Good knowledge of RDBMS, PL/SQL
Fluency in both Mandarin Chinese and English

Preferred Qualifications

Broad understanding and first-hand experience with LLM-based tools and agentic workflows
Working experience on cloud infra, like AWS, is a plus
Experience with Splunk, monitoring tools, APM & observability
Support experience with eCommerce platform is a plus
Good knowledge of Unix Shell Scripting