About the role

AI summarised

The Software Engineering Support role at Apple's IS&T Retail Engineering Operations & Support team involves managing and troubleshooting global incidents for retail systems, contributing to technical documentation and process improvements, conducting root cause analysis, and collaborating across teams to support product launches and service quality. The role requires strong problem-solving skills, coding knowledge in Java and SQL, and experience in high-pressure environments with on-call responsibilities.

TechnologyOnsiteSoftware 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