Technical Support Engineer

Imagine what you could do here! The people here at Apple dont just create products - they build the kind of wonder thats revolutionized entire industries. Its 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 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 were looking for someone with extraordinary talent and passion to help us do extraordinary things!nnWe 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. n

This role is part of a global 24/7 team supporting our eCommerce platform - Apple Online Store - and its users. Youll actively own and drive triage of critical system issues coordinating with key stakeholders and other support teams under pressure to ensure rapid service restoration. Youll take ownership of complex tasks exercising independent judgment to apply deep technical expertise across 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 youll continually look for opportunities for automation optimization support efficiency and effectiveness improvements.

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

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 -on experience with Splunk or other monitoring/observability tools and working experience with RDBMS and PL/SQL and cloud infrastructure such as 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 degree or higher in Computer Science or a related STEM field.

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