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Jobfoundry
Apple

Software Engineering Support

Apple
TechnologySingaporeFull-time6 months ago
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About the role

AI summarised

Software engineering support role at Apple's IS&T Retail Engineering Operations & Support organization, responsible for managing and troubleshooting global incidents related to point of sale, carrier integrations, and financing systems for Apple Retail. The role involves collaborating with cross-functional teams, conducting root cause analysis, and contributing to automation and process improvements.

TechnologyFull-timeSoftware and Services

Key Responsibilities

  • Managing and troubleshooting global incidents related to point of sale, carrier integrations, and financing systems for an international user base across multiple complex systems and applications.
  • 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, field, operations and partner teams to prioritize fixes.
  • Assisting with the global support strategy for new product, releases and feature launches.
  • Collaborating on cross-functional process enhancements to improve efficiency and service quality.

Requirements

  • Bachelor's degree or higher in Computer Science, Information Technology, or a related field, or similar work experience.
  • At least 3 years of experience in a related software engineering job experience, or tier 2+ customer or application support role.
  • Proven problem-solving ability and experience identifying root causes from diverse data sources (logs, telemetry, customer feedback).
  • Coding knowledge in Java and familiarity with related frameworks.
  • Experience with SQL and leveraging databases for data analysis.
  • Proven experience in coordinating and leading organization-wide critical incidents (P1/P0), with a strong ability to perform effectively in high-pressure environments.
  • Willingness to participate in on-call rotations, travel internationally, and provide weekend coverage as needed.
  • 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.
  • Ability to simplify and present complex technical issues in a clear, concise manner.
  • 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.
  • Proficiency in a second language, Japanese preferred.