Operations Engineer, Retail Store Operations & Support

Apple

8h

About The Position

IS&T Retail Store Apps Engineering builds and supports the technology and IT systems used by Apple Retail Stores. The Operations Engineer will work in the transactional operations vertical, developing deep technical ownership of critical retail systems, including Point of Sale, Apple Financial Services, Carrier Services, Runner, and Catalog. This hands-on engineering role combines production troubleshooting with building and extending GenAI agents, screening tools, and automation to improve incident detection, investigation, and resolution at scale.

The role partners with Engineering, SRE, business stakeholders, and globally distributed consultants to investigate complex technical problems, perform root cause analysis, improve processes, support new launches, and enhance service quality. It includes participation in an on-call rotation for critical applications and services, which may involve infrequent non-standard hours and weekend coverage.

Requirements

• Bachelor’s degree or higher in Computer Science, Information Technology, or a related field, or equivalent work experience.
• At least 2 years of experience supporting critical, customer-facing systems in a high-volume production environment.
• At least 1 year of hands-on experience with incident management platforms such as ServiceNow and issue-tracking tools such as Jira.
• At least 2 years of practical Splunk experience, including dashboard creation, SPL querying, and alert configuration for production triage, performance degradation analysis, and incident resolution.
• At least 2 years of experience performing structured root cause analysis using application logs, telemetry, distributed traces, and customer feedback in complex, multi-system environments.
• Fluency in Mandarin Chinese and English.
• Ability to work across distributed systems, APIs, and microservices at an architectural level, understanding how failures propagate across system boundaries.
• Strong understanding of networking fundamentals, including TCP/IP, DNS, HTTP/TLS, and load balancing, with the ability to diagnose connectivity issues between distributed systems.
• Experience with scripting languages, preferably Python, for log analysis, data investigation, and lightweight operational workflow automation.
• Excellent communication skills, including the ability to explain complex technical issues clearly and concisely to technical and non-technical stakeholders.
• Experience coordinating with distributed teams across multiple time zones and strong cross-functional collaboration skills.
• Proficiency in ITIL practices, including incident, problem, and change management.
• Experience validating data feeds between SAP (MM, SD, FI) and downstream retail systems and troubleshooting discrepancies in inventory, pricing, and order data.

Nice To Haves

• Hands-on experience building and orchestrating agentic workflows with state-of-the-art language models, LLM-based automation, or AI-augmented operational tooling.
• Familiarity with CI/CD pipelines, Git-based version control, and release management or deployment processes.
• Experience with data visualization and analysis tools such as Tableau or Power BI.
• Previous experience supporting eCommerce platforms or retail/payment systems at scale.

Responsibilities

• Build and extend GenAI agents and automation to scale incident detection, triage, and resolution.
• Develop technical ownership of transactional systems, including Point of Sale, Apple Financial Services, Carrier Services, Runner, and Catalog, and investigate, debug, and resolve complex production incidents.
• Lead root cause analysis using application logs, telemetry, observability platforms, and ML-driven insights; partner with engineering and leadership to prioritize and drive resolution.
• Contribute to functional requirements, technical specifications, and support documentation for automation and process improvement initiatives.
• Partner with engineering teams and business stakeholders to improve product delivery, support strategy for new launches, and service quality.
• Coordinate with globally distributed consultants to ensure consistent execution of support functions.
• Participate in an on-call rotation supporting critical applications and services, potentially including infrequent non-standard hours and weekend coverage.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level