Description

Description

In this role, you will collaborate closely with engineers from various technical backgrounds 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. The ideal candidate will be skilled at diagnosing and resolving critical incidents while partnering with engineering teams to enhance product delivery and customer support. Apple is looking for an individual that takes pride in crafting solutions to enhance product delivery and customer support. This engineer needs to work closely with cross-functional teams to identify issues and partner with the engineering teams to properly get them addressed. Critical thinking, documenting, and communicating within the team and cross-functionally is critical to the success of the role. Their role will include: Handling and debugging incidents reported by an international user base, prioritizing based on impact, and ensuring timely resolution. Managing and leading a global team of consultants across the US, India, Singapore and the UK to ensure effective execution of the support functions. Leading and 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 teams to prioritize fixes. Assisting with the support strategy for new product and feature launches. Collaborating on cross-functional process enhancements to improve efficiency and service quality. Participating in an on-call rotation to support applications and services, which may include non-standard hours and weekend coverage.

Minimum Qualifications

• 4+ years of experience supporting critical, customer-facing systems in a production environment.
• Hands-on experience with incident management tools such as ServiceNow or Jira.
• Proven problem-solving ability and experience identifying root causes from diverse data sources (logs, telemetry, customer feedback).

Preferred Qualifications

• Previous experience supporting eCommerce platforms or Retail/Payment systems.
• Familiarity with Project Management principles, including Agile methodology and D2P (Development to Production) processes.
• Experience with data visualization and analysis tools such as Tableau or Power BI.
• Prior experience in Retail environments or supporting retail applications is highly advantageous.
• Proficiency in ITIL practices, including incident, problem, and change management.
• Experience with monitoring tools (e.g., Splunk), Application Performance Management (APM), and observability platforms.
• Bachelor's degree or higher in Computer Science, Information Technology, or a related field, or similar work experience

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 .