Software Application Support Engineer.- Retail Engineering

$143,100 - $264,200/Yr

Apple - Sunnyvale, CA

Full-time - Mid Level

Sunnyvale, CA

Computer and Electronic Product Manufacturing

About the position

The Support Engineer role at Apple involves providing technical support for the Apple Online Store, a leading eCommerce platform. This position requires deep technical knowledge of the platform to assist both business and engineering teams. The role emphasizes strong communication skills to simplify complex technical topics for various stakeholders and involves working non-standard hours to manage incidents effectively.

Responsibilities

• Define and evolve standard practices and procedures within the support engineering team.
• Partner with engineering teams to prioritize and resolve production defects.
• Work non-standard hours to support ongoing incident mitigation.
• Share on-call rotation responsibilities with team members for app and service support.
• Conduct knowledge transitions from engineering teams for production changes.
• Assess the need for production monitoring and alert setup.
• Triage and prioritize incidents based on impact and implement mitigation steps.
• Conduct root cause analysis (RCA), log defects, and collaborate with engineering for prioritization.
• Automate processes, maintain support documentation, and debug complex production issues.

Requirements

• 7+ years of software engineering experience in a large-scale environment, with at least 5 years in Application Support Engineering.
• BS degree or higher in Computer Science or a related field.
• Coding knowledge in Java, Scala, and related frameworks.
• Experience in monitoring, alerting, fault analysis, and automation.

Nice-to-haves

• Excellent follow-through and organizational ability in a dynamic environment.
• Analytical thinker with strong data collection and analysis skills.
• Strong problem-solving and critical thinking skills.
• Experience in root cause analysis (RCA) of technical issues.
• Good knowledge of RDBMS, PL/SQL, and NoSQL.
• Familiarity with Unix Shell Scripting.
• Experience with cloud infrastructure, such as AWS.
• Experience with monitoring tools, APM, and observability tools.

Benefits

• Comprehensive medical and dental coverage.
• Retirement benefits.
• Discounted products and free services.
• Reimbursement for certain educational expenses, including tuition.
• Discretionary bonuses or commission payments.
• Relocation assistance.