Software Application Support Engineer, Retail Engineering

Software Application Support Engineer, Retail Engineering

Austin, Texas, United States

Corporate Functions

Summary

Posted : Oct 02, 2025

Role Number : 200624020-0157

This is an extraordinary opportunity for a hardworking support engineer to join a distributed team supporting the Apple Online Store, a multi-channel elite eCommerce platform. The role, technical in nature, requires the individual to gain deep technical knowledge and understanding of the eCommerce platform to provide technical support to our business and core engineering teams.

Description

We are seeking strong people skills with excellent written and verbal communication skills, with the ability to take sophisticated technical topics and distill them in easy to understand non-expert terminology, will round out the core responsibilities of the role. As a member of the support engineering team, you will take an active role in the definition and evolution of standard practices and procedures.

Responsibilities

Partner with engineering teams to prioritize and fix production defects

Work non-standard hours to support your teams with ongoing incident mitigation, which may occur at any time / day of the week

Share on-call rotation with other team members to support apps and services in scope

Take knowledge transition from engineering teams for changes being rolled out in production

Assess the need for production monitoring and alert setup

Triage incidents based on the impact, devise and implement mitigation steps to unblock the business

Conduct RCA, log defects and partner with engineering team for prioritization

Automation, maintain support documentation and debug sophisticated production issues

Minimum Qualifications

3+ years of software engineering experience in a large-scale environment, of which at least 2 years focused on Application Support Engineering

Coding knowledge in Java, Scala and frameworks related to Java

Good understanding of SQL

Skills and experience in monitoring, alerting, fault analysis, and automation

BS degree and equivalent experience or higher in CS or related field

Preferred Qualifications

Analytical problem solver who flourishes with data collection, analysis, and strategic decision-making based on quantitative results

Strong problem-solving and critical thinking skills to solve complex problems with innovative solutions

Experience in RCA of technical issues

Strong teammate who furthers collaboration; Excellent social skills

Strong communication skills and ability to drive triage of critical issues with multiple technical and business teams

Good knowledge of RDBMS, PL / SQL and NoSQL, Unix Shell Scripting

Working experience on cloud infra, like AWS

Experience with one or more - Splunk, monitoring tools, APM & observability

Support experience with eCommerce platform is a plus

Exposure to Incident and Problem Management processes is a plus

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.Learn more about your EEO rights as an applicant () .

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.Learn more about your EEO rights as an applicant () .

Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation.

Apple participates in the E-Verify program in certain locations as required by law.Learn more about the E-Verify program () .

Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Reasonable Accommodation and Drug Free Workplace policy Learn more .

Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more .

Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you’re applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines applicable in your area.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.