Software Application Support Engineer- Retail Engineering

Apple is seeking a Software Application Support Engineer to resolve issues across its retail applications. The role involves troubleshooting, diagnosing, and resolving incidents, leading a global team, and contributing to automation and process improvements. Emphasis is placed on critical thinking, communication, and collaboration within cross-functional teams.

Requirements

• 4+ years of experience supporting critical, customer-facing systems in a production environment.
• Hands-on experience with incident management tools like ServiceNow or Jira.
• Proven problem-solving ability and experience identifying root causes.
• Familiarity with eCommerce platforms or Retail/Payment systems (preferred).
• Familiarity with Project Management principles (Agile methodology, D2P preferred).
• Experience with data visualization and analysis tools (Tableau or Power BI).
• Experience in Retail environments or supporting retail applications (highly advantageous).
• Proficiency in ITIL practices.
• Prior experience in incident, problem, and change management.
• Understanding of monitoring tools (Splunk) and APM.
• Bachelor’s degree or higher in Computer Science, Information Technology, or a related field.