Software Application Support Engineer, Retail Store 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! 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!

Description

We are seeking a highly skilled Technical Support Engineer to work with a global team, guide and mentor them, and collaborate with leads and managers to drive technical and process improvements.

This position primarily involves working in a global team of 24/7 to support our eCommerce platform - Apple Online Store and its users. You’ll actively work on, own, and drive triage of critical system issues. Additionally, you’ll coordinate with key stakeholders and other support teams in high-pressure situations to ensure quick service restoration. You will take responsibility of complex tasks and be able to exercise independent discretion to apply deep technical principles to complex projects.

You will partner with engineering and business teams to drive issue resolution and RCA. You will solve complex problems, possess a high degree of organization, and communicate effectively across a variety of technical disciplines. You will also bring in a growth mindset to identify opportunities for automation, optimization, support efficiency and efficacy improvements.

Minimum Qualifications

Excellent analytical skills, with the ability to see the big picture while working in the details in a fast-paced, multifaceted, 24x365 environment. Strong problem-solving skills to handle high-pressure outage situations and conduct root-cause analysis. Excellent communication skills to manage stakeholder expectations and translate technical problems for non-technical users. 8+ years of experience in IT operations, support, SRE and/or security. Organized, detail-oriented, with ability to multi-task & prioritize work efficiently. Coding knowledge of Java, Scala or other object-oriented languages. Experience with one or more - Splunk, monitoring tools, APM & observability tools. Good working knowledge of RDBMS, PL/SQL. Working experience on cloud infra, like AWS. Bachelor's degree or higher in CS or in a STEM field. Fluency in both Mandarin Chinese and English is required.

Preferred Qualifications

Experience with an eCommerce System as a developer, SRE/support engineer. Experience with a NoSQL platform, preferably Solr or Cassandra. Automation experience using AI/ML. Exposure to Incident and Problem Management processes is a plus.