Senior Technical Support Engineer, eCommerce & SRE

Apple Inc.; Greater London; On-site; GBP 90,000 - 130,000; Full time

Job summary

Apple Inc. in London is seeking a highly skilled Technical Support Engineer to join the 24/7 global team supporting the Apple Online Store.

You will own triage of critical incidents, coordinate with stakeholders, and apply deep technical expertise across projects to restore services quickly. The role emphasizes collaboration with engineering and business teams, RCA, and opportunities to automate and improve monitoring, alerting, and support processes.

Qualifications

• 8+ years of software engineering experience, including at least 4 years in IT Application Support, DevOps, or SRE.
• Hands-on experience with Splunk and 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 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.
• 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

Education

Bachelor's degree in Computer Science or related STEM field

Tools

Splunk

RDBMS

PL/SQL

AWS

Job description

Apple Inc. in London is seeking a highly skilled Technical Support Engineer to join the 24/7 global team supporting the Apple Online Store.

You will own triage of critical incidents, coordinate with stakeholders, and apply deep technical expertise across projects to restore services quickly. The role emphasizes collaboration with engineering and business teams, RCA, and opportunities to automate and improve monitoring, alerting, and support processes.