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

Apple•Austin, TX

18h•Onsite

About The Position

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.

Requirements

8+ years of experience in IT operations, production support, SRE and/or security.
Experience with 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.
Understanding of how authoring, versioning and staging behavior translates to downstream publishing behavior and potential failure points.
Coding experience in Java, Scala, or other object-oriented languages for technical analysis and debugging.
Hands-on experience with Splunk and SQL or PL/SQL.
Ability to write 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.

Nice To Haves

Strong analytical and problem-solving skills in high-pressure outages.
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.
Experience with 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.
Experience driving permanent fixes across teams through Problem Management.
Working experience with AWS and Kubernetes or EKS.
Working experience 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.

Responsibilities

Manage and support software releases in non-production test environments before go-live.
Act as the bridge between engineering, QA, UAT, and DevOps teams.
Troubleshoot environment drift, data setup and system issues.
Ensure test environments readiness.
Support the content management and publishing platform behind the Apple Online Store.
Triage and resolve publishing issues, feed run failures, and content authoring problems.
Coordinate engineering, business, and partner support teams during real-time incidents.
Review incoming change requests for publishing impact.
Validate changes before and after they are implemented.
Identify when ticket waves are collateral from planned work.
Drive work to prevent incidents from repeating by creating problem records and filing defects.