SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Apple's Information Systems and Technology (IS&T) organization is seeking a Software Application Support Engineer to join the Retail Engineering Operations & Support (REOS) team. This role supports Apple's global eCommerce ecosystem, managing and supporting software releases in non-production test environments before production go-live.
You will act as a bridge between engineering, QA, UAT, and DevOps teams, ensuring test environment readiness and system stability. Key responsibilities include:
- Gain comprehensive understanding of the eCommerce ecosystem, system integrations, and dependencies to review functional and technical requirements of upcoming projects and identify potential impacts on existing workflows.
- Implement and activate new monitoring alerts or modify existing ones to ensure optimal system performance.
- Partner with developers, QA/UAT teams, and DevOps to maintain consistent and stable test environments.
- Systematically identify changes to key environmental aspects, including base data values and their impact on test cases.
- Track system performance proactively using application logs and monitoring dashboards.
- Diagnose and resolve configuration errors, database connection issues, environment bottlenecks, and deployment failures.
- Conduct root cause analysis, log defects, and collaborate with engineering teams to prioritize fixes.
- Work with other support teams to prioritize and fix system issues.
- Support incident mitigation during non-standard hours as necessary.
- Create and maintain support documentation and help evolve standard practices and procedures.
- Identify and collaborate on automation opportunities to improve support efficiency.
- Conduct detailed knowledge transfer sessions for production support teams on key projects.
This is a high-impact role supporting 2.5 billion active Apple devices and billions of secure transactions globally. You will work in a fast-paced environment handling complex technical challenges while championing automation, optimization, and operational efficiency.
Minimum Qualifications:
- 4+ years of software engineering experience in development, application support, DevOps/SRE, including incident, change, and problem management using an enterprise ITSM tool.
- Proficiency in Java, Scala, or other object-oriented programming languages for conducting comprehensive technical analysis and independent debugging.
- Hands-on experience with Splunk or other monitoring/observability tools.
- Working experience with RDBMS and PL/SQL.
- Working experience with cloud infrastructure such as AWS.
- Excellent analytical and problem-solving skills in high-pressure outages, with ability to conduct root cause analysis and articulate technical problems clearly to non-technical stakeholders.
Preferred Qualifications:
- Cloud infrastructure experience (AWS).
- Good knowledge of Unix Shell Scripting.
- Support experience with eCommerce platforms.
- Bachelor's degree or higher in Computer Science or a related STEM field.
