Software Application Support Engineer- Retail Engineering

Apple • Austin, TX

67d

About The Position

At Apple, we don't just build products - we revolutionize entire industries. Our innovation is driven by the diverse ideas and people that form the foundation of everything we do, from cutting-edge technology to our environmental leadership. As part of our Retail Applications IT Support team, you will play a crucial role in detecting and resolving issues that impact our global retail environment. If you're passionate about solving complex business problems through technology and collaboration, this may be the perfect opportunity for you. In this role, you will collaborate closely with engineers from various technical backgrounds to resolve issues across Apple's retail applications. As a hands-on, proactive problem solver, you will challenge the status quo, continuously learn, and strive for excellence in every aspect of your work. The ideal candidate will be skilled at diagnosing and resolving critical incidents while partnering with engineering teams to enhance product delivery and customer support.

Requirements

• 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.
• Prior experience in Retail environments or supporting retail applications is highly advantageous.
• Proficiency in ITIL practices, including incident, problem, and change management.
• Experience with monitoring tools (e.g., Splunk), Application Performance Management (APM), and observability platforms.
• Bachelor's degree or higher in Computer Science, Information Technology, or a related field, or similar work experience.

Responsibilities

• Handling and debugging incidents reported by an international user base, prioritizing based on impact, and ensuring timely resolution.
• Managing and leading a global team of consultants across the US, India, Singapore and the UK to ensure effective execution of the support functions.
• Leading and contributing to the development of functional requirements, technical specifications, and support documentation for automation and process improvements.
• Conducting root cause analysis, logging defects, and collaborating with engineering & leadership teams to prioritize fixes.
• Assisting with the support strategy for new product and feature launches.
• Collaborating on cross-functional process enhancements to improve efficiency and service quality.
• Participating in an on-call rotation to support applications and services, which may include non-standard hours and weekend coverage.

What This Job Offers

• Job Type: Full-time
• Industry: Computer and Electronic Product Manufacturing
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees