Technical Operations & Site Reliability Engineer, Customer Systems

Apple • Sunnyvale, CA

4d

About The Position

At Apple, Customer Experience is at the forefront of everything we do. The Customer Systems Operations team is looking for a highly skilled and motivated TechOps Engineer (Technical Operations & Site Reliability) to join us. The team is responsible for maintaining the reliability, availability, and performance of business-critical, globally distributed systems. If you have the desire and motivation to design and develop automation solutions to streamline system sustenance, monitoring, and operational workflows, while collaborating closely with support, engineering and business operations teams, this profile is for you. Ideal candidates will combine a passion for operational excellence with strong software engineering skills, and thrive in a fast-paced, change-driven environment focused on continuous improvement and flawless delivery.

Requirements

• Experience in interpreting operational data from systems like Hubble, ExtraHop, Splunk or other monitoring tools along with hands-on experience of production monitoring systems, log analysis, troubleshooting, and support dashboards.
• Understanding of standard networking protocols and components such as: HTTP, DNS, TCP/IP, ICMP, the OSI Model, Subnetting and Load Balancing.
• Experience in using AI and Large Language Models (LLMs) to enhance operational efficiency through tasks such as model training, optimization (including areas like Model Context Protocol or similar methods), and designing effective model utilities.
• Experience in scripting languages and automation tools such as Java, JEE, REST, Swift/Objective C, database schema design and data access technologies.

Nice To Haves

• Experience in strategizing and achieving operational excellence in global distributed systems.
• Fundamental understanding of distributed systems including: Micro services, Messaging Brokers, and Versioning.
• Experience in driving operations teams for large-scale mission-critical applications working in a 24x7 environment across multiple locations.
• Understanding of the Linux Operating System, including Kernel, Memory, Process, Threads, Static / Shared Libraries, IPC, and Signals.
• Excellent organizational and documentation skills.
• Bachelor's degree in Engineering or equivalent.
• Excellent interpersonal skills.
• Proactive, with a strong sense of personal ownership.

Responsibilities

• Manage large-scale production outages, leading incident response and improving efficiency.
• Design, build, and maintain automation solutions to streamline the monitoring, sustenance, and management of large-scale distributed systems.
• Develop tools and software (using Java/JEE, REST, Swift/Objective C, Python, Go, or Bash) to automate repetitive operational tasks, reduce manual intervention, and improve system reliability.
• Utilize AI & LLM models to achieve Operational Excellence in application support.
• Plan and execute actionable system health monitoring, incident response, and communication across critical global applications.
• Drive operational metrics and KPI identification and alignment.
• Partner with multi-functional teams to improve reliability, efficiency, stability, and processes.
• Be a self-directed problem-solver exhibiting deftness to handle multiple simultaneous competing priorities and deliver solutions in a timely manner.
• Create and maintain accurate, up-to-date documentation reflecting architecture, infra configuration, and procedures. Write status and incident reports. Write training material and train users in complex topics.
• Partner with a team of highly skilled engineers across the globe and guide their work towards operational excellence, gaining efficiency.
• Build a culture where the regional members are responsible for cultivating strong in-region relationships and getting results for our business partners ensuring they remain informed about significant incidents and problems.

Benefits

• Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition.
• Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation.
• Apple employees also have the opportunity to become an Apple shareholder through participation in Apple's discretionary employee stock programs.
• Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple's Employee Stock Purchase Plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees