Software Application Support Engineer - Retail Engineering

Austin,Texas,United States

Software and Services

At Apple, we don’t just build products — we revolutionize entire industries. Our innovation is driven by the diverse ideas and people that form the foundation of everything we do, from ground breaking technology to our environmental leadership. As part of our Retail Applications IT Support team, you will play a crucial role in detecting and resolving issues that impact our global retail environment. If you’re passionate about solving complex business problems through technology and collaboration, this may be the perfect opportunity for you.

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 accurately get them addressed. Critical thinking, documenting, and communicating within the team and multi-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

• Bachelor’s degree or higher in Computer Science, Information Technology, or a related field, or similar work experience

• Demonstrated ability 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).

• Willingness to participate in on-call rotations, travel internationally, and provide weekend coverage as needed.

Key Qualifications

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.

• Ability to simplify and present sophisticated technical issues in a clear, concise manner.

• Prior experience in Retail environments or supporting retail applications is highly helpful.

• Proficiency in ITIL practices, including incident, problem, and change management.

• Coding knowledge in Java and familiarity with related frameworks.

• Experience with SQL and leveraging databases for data analysis.

• Experience with monitoring tools (e.g., Splunk), Application Performance Management (APM), and observability platforms.

Education & Experience

Additional Requirements

• Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure 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. (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf)

Apple Footer

Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure 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 (Opens in a new window) .

Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. United States Department of Labor. Learn more (Opens in a new window) .

Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you’re applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines (opens in a new window) applicable in your area.

Apple participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program (Opens in a new window) .

Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .

Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .