Senior Software Support Engineer, Retail & Marcom Engineering (R&ME) - Jobs - Careers at Apple

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. This role is part of a global, 24/7 team supporting the content management and publishing platform behind the Apple Online Store. You support both the platform and the people working in it. When a revision does not publish, a feed run fails, a content author cannot save a change, or a downstream consumer starts serving stale data, you are the person who establishes what actually broke, how far it reached, and what unblocks the business fastest. You will own that triage end to end, coordinating engineering, business and partner support teams under real-time pressure. Publishing sits between many upstream and downstream teams, so much of this role is supporting partner change activity. You will review incoming change requests for publishing impact, validate before and after a change lands, and recognize when a wave of new tickets is collateral from planned work rather than a new failure. You will also drive the work that stops incidents from repeating. Recurring alerts become problem records with named owners and filed defects, not a nightly acknowledgement habit.

• Triage, troubleshoot and prioritize incidents based on business impact, and separate a genuine publishing or feed failure from alert noise before escalating. Devise and implement mitigation steps to unblock the business
• Own incidents through to root cause analysis, file defects with clear evidence, and work with engineering to prioritize fixes
• Support partner teams' change activity. Review change requests for publishing impact and rollback readiness, validate publishing health before and after the change window, and attribute change related ticket clusters quickly
• Provide coverage during launch and seasonal peak windows, including war room participation and revision publishing checkpoints
• Drive problem management. Convert recurring alerts into problem records, chase the permanent fix, and keep the team's known cause and runbook references current
• Participate in on-call rotations and support non-standard hours as needed for ongoing incident mitigation, which may occur at any time or day of the week
• Take knowledge transfer from engineering on production changes, assess monitoring coverage, and tune alerts that are not actionable
• Create and maintain support documentation and runbooks, and help evolve standard practices and procedures
• Identify and build automation that removes manual effort from triage, validation and reporting.
• Produce recurring incident and publishing summaries for leadership and partner reviews, with enough analysis to show trend rather than just counts

• 8+ years of experience in IT operations, production support, SRE and/or security, including incident, change and problem management in an enterprise ITSM tool
• Hands-on experience supporting a content management system (CMS) and the feed pipelines behind it. You understand how authoring, versioning and staging behavior turns into downstream publishing behavior, and where it breaks
• Coding experience in Java, Scala, or other object-oriented languages to be able to conduct deep technical analysis and independent debugging
• Hands-on experience with Splunk and SQL or PL/SQL. You can write your own searches against unfamiliar indexes and verify data independently during an incident
• Bachelor's degree or higher in Computer Science or a related STEM field or job related work experience

• Strong analytical and problem-solving skills in high-pressure outages, with the ability to conduct root cause analysis and explain technical problems clearly to non-technical stakeholders
• Experience supporting an eCommerce, catalog or content publishing platform at scale, including an enterprise, headless or custom built CMS with workflow and approval states and multi-locale publishing
• Experience running major incident bridges or war rooms as the coordinating engineer, and driving permanent fixes across team through Problem Management
• Working experience with AWS and Kubernetes or EKS, and with a NoSQL or search platform, preferably Solr or Cassandra
• Reporting and analytics experience with Snowflake, Tableau or similar, for operational metrics and trend analysis
• Automation experience using AI/ML

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant

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Apple accepts applications to this posting on an ongoing basis.