About The Position
Apple’s Retail Engineering Operations & Support team (REOS), part of Information Systems and Technology, provides support for Apple’s online and physical stores worldwide. This role supports Apple’s eCommerce platform, the Apple Online Store, as part of a global 24/7 team. The engineer owns and drives triage of critical system issues, coordinates with stakeholders and support teams during high-pressure incidents, and helps restore service quickly. The role partners with engineering and business teams to resolve issues and conduct root-cause analysis. It handles complex work independently, applies technical principles to complex projects, and identifies opportunities to improve automation, optimization, and support efficiency. The position calls for strong analytical, organizational, problem-solving, and communication skills in a fast-paced, multifaceted 24x365 environment.
Requirements
- At least 8 years of experience in IT operations, support, SRE, and/or security.
- Bachelor’s degree or higher in computer science or a STEM field.
- Fluency in both Mandarin Chinese and English.
- Coding knowledge of Java, Scala, or another object-oriented language.
- Experience with one or more of Splunk, monitoring tools, APM, or observability tools.
- Good working knowledge of RDBMS and PL/SQL.
- Working experience with cloud infrastructure, such as AWS.
- Strong analytical and problem-solving skills, including the ability to handle high-pressure outages and conduct root-cause analysis.
- Strong organization, attention to detail, multitasking, and prioritization skills.
- Excellent communication skills across technical disciplines and with non-technical users.
Nice To Haves
- Experience with an eCommerce system as a developer, SRE, or support engineer.
- Experience with a NoSQL platform, preferably Solr or Cassandra.
- Automation experience using AI/ML.
- Exposure to Incident and Problem Management processes.
Responsibilities
- Support the Apple Online Store and its users as part of a global 24/7 team.
- Own and drive triage of critical system issues.
- Coordinate with stakeholders and other support teams during high-pressure situations to restore service quickly.
- Partner with engineering and business teams to resolve issues and conduct root-cause analysis.
- Take responsibility for complex tasks and apply technical principles independently to complex projects.
- Identify opportunities for automation, optimization, and improvements to support efficiency and effectiveness.
- Communicate technical problems to non-technical users and manage stakeholder expectations.
- Guide and mentor members of the global team and collaborate with leads and managers on technical and process improvements.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
