Senior Software Support Engineer, Retail & Marcom Engineering (R&ME)

Imagine what you could do here! The people here at Apple don’t just create products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work. Here on the Retail Engineering Operations & Support team (REOS), we provide world-class support to Apple stores worldwide, both online and physical stores. Our main goal is to facilitate a magical, personalized shopping experience where customers can buy, and learn everything Apple, wherever they are. To achieve this, we’re looking for someone with extraordinary talent and passion to help us do extraordinary things! We are seeking a detail-oriented Application Support Engineer to manage and support our software releases in non-production test environments before go-live. You will act as the bridge between engineering, QA, UAT, and DevOps teams— troubleshooting environment drift, data setup and system issues, and ensuring test environments readiness.

Description

This role is part of a global, 24/7 team supporting the content management and publishing platform behind the Apple Online Store. You support both the platform and the people working in it. When a revision does not publish, a feed run fails, a content author cannot save a change, or a downstream consumer starts serving stale data, you are the person who establishes what actually broke, how far it reached, and what unblocks the business fastest. You will own that triage end to end, coordinating engineering, business and partner support teams under real-time pressure. Publishing sits between many upstream and downstream teams, so much of this role is supporting partner change activity. You will review incoming change requests for publishing impact, validate before and after a change lands, and recognize when a wave of new tickets is collateral from planned work rather than a new failure. You will also drive the work that stops incidents from repeating. Recurring alerts become problem records with named owners and filed defects, not a nightly acknowledgement habit.

Minimum Qualifications

8+ years of experience in IT operations, production support, SRE and/or security, including incident, change and problem management in an enterprise ITSM tool Hands-on experience supporting a content management system (CMS) and the feed pipelines behind it. You understand how authoring, versioning and staging behavior turns into downstream publishing behavior, and where it breaks Coding experience in Java, Scala, or other object-oriented languages to be able to conduct deep technical analysis and independent debugging Hands-on experience with Splunk and SQL or PL/SQL. You can write your own searches against unfamiliar indexes and verify data independently during an incident Bachelor's degree or higher in Computer Science or a related STEM field or job related work experience

Preferred Qualifications

Strong analytical and problem-solving skills in high-pressure outages, with the ability to conduct root cause analysis and explain technical problems clearly to non-technical stakeholders Experience supporting an eCommerce, catalog or content publishing platform at scale, including an enterprise, headless or custom built CMS with workflow and approval states and multi-locale publishing Experience running major incident bridges or war rooms as the coordinating engineer, and driving permanent fixes across team through Problem Management Working experience with AWS and Kubernetes or EKS, and with a NoSQL or search platform, preferably Solr or Cassandra Reporting and analytics experience with Snowflake, Tableau or similar, for operational metrics and trend analysis Automation experience using AI/ML