Software Application Support Engineer - Retail Engineering

Apple - Austin, TX

Full-time

Austin, TX

Computer and Electronic Product Manufacturing

About the position

As part of Apple's Retail Applications IT Support team, this role is crucial for detecting and resolving issues that impact the global retail environment. The position involves collaboration with engineers from various technical backgrounds to solve complex business problems through technology and teamwork. The ideal candidate will be proactive in problem-solving, skilled in diagnosing critical incidents, and dedicated to enhancing product delivery and customer support.

Responsibilities

• Handle and debug incidents reported by an international user base, prioritizing based on impact and ensuring timely resolution.
• Manage and lead a global team of consultants across the US, India, Singapore, and the UK to ensure effective execution of support functions.
• Lead and contribute to the development of functional requirements, technical specifications, and support documentation for automation and process improvements.
• Conduct root cause analysis, log defects, and collaborate with engineering and leadership teams to prioritize fixes.
• Assist with the 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, which may include non-standard hours and weekend coverage.

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 (logs, telemetry, customer feedback).
• Willingness to participate in on-call rotations, travel internationally, and provide weekend coverage as needed.

Nice-to-haves

• 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.

Benefits

• Equal opportunity employer committed to inclusion and diversity.