Software Application Support Engineer - Retail Engineering

Apple - Austin, TX

Full-time - Mid Level

Austin, TX

Computer and Electronic Product Manufacturing

About the position

The Software Application Support Engineer for Retail Engineering at Apple plays a vital role in ensuring the smooth operation of retail applications by detecting and resolving issues that affect the global retail environment. This position requires collaboration with engineers from various technical backgrounds and involves proactive problem-solving to enhance product delivery and customer support. The ideal candidate will manage incidents, lead a global team, and contribute to process improvements while participating in on-call rotations.

Responsibilities

• Collaborate with engineers to resolve issues across retail applications.
• Handle and debug incidents reported by an international user base, prioritizing based on impact.
• Manage and lead a global team of consultants across multiple countries.
• Develop functional requirements, technical specifications, and support documentation for automation and process improvements.
• Conduct root cause analysis and collaborate with engineering teams to prioritize fixes.
• Assist with support strategy for new product and feature launches.
• Collaborate on cross-functional process enhancements to improve efficiency and service quality.
• Participate in an on-call rotation to support applications and services.

Requirements

• 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.

Nice-to-haves

• Previous experience supporting eCommerce platforms or Retail/Payment systems.
• Familiarity with Project Management principles, including Agile methodology.
• Experience with data visualization and analysis tools such as Tableau or Power BI.
• Prior experience in Retail environments or supporting retail applications.
• 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) and Application Performance Management (APM).

Benefits

• Health insurance coverage
• 401k retirement savings plan
• Paid holidays
• Flexible scheduling
• Professional development opportunities