Developer Support Operations - Apple Services Engineering

Apple • Seattle, WA

6h

About The Position

The Developer Support Operations team within Apple Services Engineering (ASE) is responsible for managing developer support and operations. This role involves extensive collaboration with cross-functional teams such as AppleCare, business management, engineering, marketing, project management, and developer relations. Key areas of focus include App Store Connect, TestFlight, the Games app, and the App Store. The position requires working with engineering teams to establish scalable support processes for new developer-facing features, requirements, and regulations, often in partnership with organizations like AppleCare. The role also involves participating in engineering design reviews and project meetings to advocate for the developer experience. Utilizing data and operational metrics to identify trends, gaps, and drive continuous improvement is crucial. The use of AI tools and automation to streamline workflows, reduce manual overhead, and scale support operations efficiently is expected. This role demands comfort in operating in new and unfamiliar areas, quickly building competence, making decisions, and fostering strong relationships, influence, and credibility across the organization. A passion for the developer experience, identifying opportunities, and prioritizing concerns affecting developers is essential.

Requirements

• 4+ years of industry experience in a customer and/or engineering support role such as Engineering Program Management, Operations, or similar.
• Demonstrated ability to independently manage multiple projects or programs simultaneously, driving them from scoping through execution.
• Effective at issue and trend detection with demonstrated creative approaches in identifying solutions.
• Comfortable working with data to inform decisions, identify patterns, and communicate findings.
• Practical experience using AI tools (e.g., LLMs, automation platforms) to improve personal or team workflows and efficiency.
• Outstanding communication and presentation abilities, written and verbal, to all levels of an organization.
• Highly autonomous: self-directed, motivated, and able to operate independently in ambiguous environments.
• A bachelor's degree or equivalent professional experience is preferred.

Nice To Haves

• Experience designing or scaling support processes and operations for large-scale products or systems.
• Demonstrated excellence in building strong relationships and influence across a matrixed organization.
• Hands-on experience building or optimizing automated workflows, tooling, or operational pipelines using AI or scripting.
• Experience with digital content distribution or development experience on Apple platforms.
• Experience working on Trust & Safety or legal and regulatory compliance initiatives.
• Familiarity with support tooling, ticketing systems, or operational dashboards.

Responsibilities

• Manage developer support and operations within the Apple Services Engineering (ASE) organization.
• Collaborate with cross-functional teams including AppleCare, business management, engineering, marketing, project management, and developer relations.
• Establish support processes at scale with organizations like AppleCare for new developer-facing features, requirements, and regulations.
• Attend engineering design reviews and project meetings for new features, advocating for the developer experience.
• Use data and operational metrics to surface trends, identify gaps, and drive continuous improvement.
• Leverage AI tools and automation to streamline workflows, reduce manual overhead, and scale support operations more efficiently.
• Operate in new and unfamiliar areas, quickly building competence and making decisions.
• Build strong relationships, influence, and credibility across the organization.
• Identify opportunities and prioritize concerns and issues affecting developers.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree