Technical Support Engineer

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

Selection changes the language of the page/content

Technical Support Engineer

London, England, United Kingdom Software and Services

Imagine what you could do here! The people here at Apple don't just create products - they build the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work.Here on the Retail Engineering Operations & Support team (REOS), we provide world-class support to Apple stores worldwide, both online and physical stores. Our main goal is to facilitate a magical, personalized shopping experience where customers can buy, and learn everything Apple, wherever they are. To achieve this, we're looking for someone with extraordinary talent and passion to help us do extraordinary things!We are seeking a highly skilled Technical Support Engineer to work with a global team, guide and mentor them, and collaborate with leads and managers to drive technical and process improvements.

Description

This role is part of a global, 24/7 team supporting our eCommerce platform - Apple Online Store - and its users. You'll actively own and drive triage of critical system issues, coordinating with key stakeholders and other support teams under pressure to ensure rapid service restoration. You'll take ownership of complex tasks, exercising independent judgment to apply deep technical expertise across projects.You'll partner with engineering and business teams to drive issue resolution and root cause analysis (RCA), bringing strong organizational and cross-disciplinary communication skills. A growth mindset is key — you'll continually look for opportunities for automation, optimization, support efficiency and effectiveness improvements.

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.

Minimum Qualifications

• 8+ years of software engineering experience, including at least 4 years in IT Application Support, DevOps, or SRE, with coding experience in Java, Scala, or other object-oriented languages.
• 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.

Preferred Qualifications

• Experience with an eCommerce System as a developer, SRE/support engineer.
• Experience with a NoSQL platform, preferably Solr or Couchbase.
• Automation experience using AI/ML.
• Closing date for applications is October 9, 2026.

At Apple, we're not all the same. And that's our greatest strength. We draw on the differences in who we are, what we've experienced and how we think. Because to create products that serve everyone, we believe in including everyone. Therefore, we are committed to treating all applicants fairly and equally. As a registered Disability Confident employer, we will work with applicants to make any reasonable accommodations. Apple will consider for employment all qualified applicants with criminal backgrounds in a manner consistent with applicable law. Learn more

At Apple, we believe accessibility is a fundamental human right. You'll find that idea reflected in everything here — in our culture, our benefits and our digital tools. By welcoming as many perspectives as possible, we help you build a career where you feel like you belong.
Learn about accessibility in Apple's workplace