Senior Software Support Engineer, Retail

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.\\n\\nHere on the Retail Engineering Operations \u0026 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\\n\\nWe 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.\\n\\nPublishing 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.\\n\\nYou 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\\n\\nOwn incidents through to root cause analysis, file defects with clear evidence, and work with engineering to prioritize fixes\\n\\nSupport 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\\n\\nProvide coverage during launch and seasonal peak windows, including war room participation and revision publishing checkpoints\\n\\nDrive problem management. Convert recurring alerts into problem records, chase the permanent fix, and keep the team"s known cause and runbook references current\\n\\nParticipate 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\\n\\nTake knowledge transfer from engineering on production changes, assess monitoring coverage, and tune alerts that are not actionable\\n\\nCreate and maintain support documentation and runbooks, and help evolve standard practices and procedures\\n\\nIdentify and build automation that removes manual effort from triage, validation and reporting.\\nProduce recurring incident and publishing summaries for leadership and partner reviews, with enough analysis to show trend rather than just counts\\n

8+ years of experience in IT operations, production support, SRE and/or security, including incident, change and problem management in an enterprise ITSM tool\\n\\nHands-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\\n\\nCoding experience in Java, Scala, or other object-oriented languages to be able to conduct deep technical analysis and independent debugging\\n\\nHands-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\\n\\nBachelor"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\\n\\nExperience 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\\n\\nExperience running major incident bridges or war rooms as the coordinating engineer, and driving permanent fixes across team through Problem Management\\n\\nWorking experience with AWS and Kubernetes or EKS, and with a NoSQL or search platform, preferably Solr or Cassandra\\n\\nReporting and analytics experience with Snowflake, Tableau or similar, for operational metrics and trend analysis\\n\\nAutomation experience using AI/ML