24/7 Technical Support Engineer – Incident & RCA Lead

Apple; Greater London; On-site; GBP 80,000 - 110,000; Full time

Job summary

Apple is seeking a highly skilled Technical Support Engineer to join the Retail Engineering Operations & Support (REOS) team. You will own triage of critical system incidents for the Apple Online Store, coordinate with stakeholders, and drive rapid service restoration in a 24/7 environment.

You will perform root cause analysis, collaborate with engineering and business teams to implement fixes, and continuously look for automation and process improvements to boost support efficiency.

Qualifications

• 8+ years of software engineering experience, including at least 4 years in IT Application Support, DevOps, or SRE.
• Hands-on experience with Splunk or other monitoring/observability tools, and working experience with RDBMS and PL/SQL and cloud infrastructure such as AWS.
• Excellent problem-solving, analytical, and communication skills — able to see the big picture while working through details in a fast-paced, 24x365 environment; handle high-pressure outage situations and conduct root-cause analysis; and translate technical problems for non-technical stakeholders.
• Bachelor's degree or higher in Computer Science or a related STEM field.

Responsibilities

• Triage, troubleshoot, and prioritize incidents based on business impact; devise and implement mitigation steps to unblock the business.
• Conduct root cause analysis, log defects, and collaborate with engineering teams to prioritize fixes.
• Participate in on-call rotations and support non-standard hours as needed for ongoing incident mitigation, which may occur at any time/day of the week.
• Receive knowledge transfer from engineering teams on production changes; assess the need for additional monitoring and alerting, or changes.
• Create and maintain support documentation, and help evolve standard practices and procedures.
• Identify and collaborate on automation opportunities to improve support efficiency.

Skills

Java

Scala

OO languages

Analytical thinking

Communication

Education

Bachelor's degree in CS/related STEM

Tools

Splunk

RDBMS

PL/SQL

AWS

Job description

Apple is seeking a highly skilled Technical Support Engineer to join the Retail Engineering Operations & Support (REOS) team. You will own triage of critical system incidents for the Apple Online Store, coordinate with stakeholders, and drive rapid service restoration in a 24/7 environment.

You will perform root cause analysis, collaborate with engineering and business teams to implement fixes, and continuously look for automation and process improvements to boost support efficiency.