Technical Support Engineer

Apple•Published 1 days ago•First seen 1 days ago

Summary

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 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.

Description

This role is part of a global, 24/7 team supporting our eCommerce platform - Apple Online Store - and its users. You'll actively own and drive triage of critical system issues, coordinating with key stakeholders and other support teams under pressure to ensure rapid service restoration. You'll take ownership of complex tasks, exercising independent judgment to apply deep technical expertise across projects.
You'll partner with engineering and business teams to drive issue resolution and root cause analysis (RCA), bringing strong organizational and cross-disciplinary communication skills. A growth mindset is key — you'll continually look for opportunities for automation, optimization, support efficiency and effectiveness improvements.

Responsibilities

Triage, troubleshoot, and prioritize incidents based on business impact; devise and implement mitigation steps to unblock the business.
Conduct root cause analysis, log defects, and collaborate with engineering teams to prioritize fixes.
Participate in on-call rotations and support non-standard hours as needed for ongoing incident mitigation, which may occur at any time/day of the week.
Receive knowledge transfer from engineering teams on production changes; assess the need for additional monitoring and alerting, or changes.
Create and maintain support documentation, and help evolve standard practices and procedures.
Identify and collaborate on automation opportunities to improve support efficiency.

Minimum Qualifications

8+ years of software engineering experience, including at least 4 years in IT Application Support, DevOps, or SRE, with coding experience in Java, Scala, or other object-oriented languages.
Hands-on experience with Splunk or other monitoring/observability tools, and working experience with RDBMS and PL/SQL and cloud infrastructure such as AWS.
Excellent problem-solving, analytical, and communication skills — able to see the big picture while working through details in a fast-paced, 24x365 environment; handle high-pressure outage situations and conduct root-cause analysis; and translate technical problems for non-technical stakeholders.
Bachelor's degree or higher in Computer Science or a related STEM field.

Preferred Qualifications

Experience with an eCommerce System as a developer, SRE/support engineer.
Experience with a NoSQL platform, preferably Solr or Couchbase.
Automation experience using AI/ML.
Closing date for applications is October 9, 2026.