Software Application Support Engineer.- Retail Engineering

Apple - Sunnyvale, CA

Full-time - Mid Level

Sunnyvale, CA

Computer and Electronic Product Manufacturing

About the position

The Software Application Support Engineer for Retail Engineering is a technical role focused on providing support for the Apple Online Store, a leading eCommerce platform. This position requires deep technical knowledge of the platform to assist business and engineering teams effectively. The role involves strong communication skills to simplify complex technical topics for various stakeholders and requires flexibility to work non-standard hours as needed.

Responsibilities

• Define and evolve standard practices and procedures for support engineering.
• Partner with engineering teams to prioritize and resolve production defects.
• Work non-standard hours to assist teams with incident mitigation.
• Participate in on-call rotation to support applications and services.
• 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 devise mitigation steps.
• Conduct root cause analysis (RCA) and log defects for engineering 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 a focus on data collection and strategic decision-making.
• Strong problem-solving and critical thinking skills for complex issues.
• Experience in root cause analysis (RCA) of technical issues.
• Good knowledge of RDBMS, PL/SQL, and NoSQL databases.
• Familiarity with Unix Shell Scripting.
• Working experience with cloud infrastructure, such as AWS.
• Experience with monitoring tools, APM, and observability tools.

Benefits

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