Ecommerce Application Support Engineer (Non-Prod)

Apple Inc.; Sunnyvale, Northern (CA, KY); Hybrid; USD 150,000 - 225,000; Full time

Benefits offered by this job

Comprehensive medical and dental cover

Retirement benefits

Discounted Apple products

Tuition reimbursement

Relocation assistance

Job summary

Apple Inc. is seeking a Software Application Support Engineer for Retail & Marcom Engineering in Sunnyvale, CA.

You will triage critical system issues in non-production environments, collaborate with cross-functional teams, and drive automation to improve operational efficiency. The role emphasizes hands-on debugging, monitoring, and proactive problem solving in a fast-paced eCommerce ecosystem, with flexibility for off-hours support and strong emphasis on incident management and continuous

Qualifications

• 4+ years of software engineering in development, application support, DevOps/SRE, including incident, change and problem management using an enterprise ITSM tool.
• Proficiency in Java, Scala, or other object-oriented programming languages for conducting comprehensive technical analysis and independent debugging.
• 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 analytical and problem-solving skills in high-pressure outages, with the ability to conduct root cause analysis and articulate technical problems clearly to non-technical stakeholders.
• Bachelor's degree or higher in Computer Science or a related STEM field or job related work experience

Responsibilities

• Gain a comprehensive understanding of our eCommerce ecosystem - system integrations and dependencies - to review the functional and technical requirements of upcoming projects, identify potential impacts on existing workflows, and determine the necessary system monitoring needs
• Implement and activate new alerts as needed, or modify existing ones to ensure optimal system performance
• Partner with developers, QA/UAT test teams, and DevOps to ensure a consistent and stable test environment. Systematically identify changes to key environmental aspects, including base data values and their impact on potential test cases
• Track system performance and catch issues proactively using application logs and monitoring dashboards. Diagnose and resolve configuration errors, database connection drops, environment bottlenecks, and deployment failures
• Conduct root cause analysis, log defects, and collaborate with engineering teams to prioritize fixes. Work with other support teams to prioritize and fix system issues
• Work non-standard hours as necessary to support your teams and stakeholders in ongoing incident mitigation, which may occur at any time or day of the week
• Create and maintain support documentation, and help evolve standard practices and procedures
• Identify and collaborate on automation opportunities to improve support efficiency
• Conduct detailed knowledge transfer sessions for production support teams for key projects including assessment for additional monitoring and alerting, or changes

Skills

Java/Scala programming

Analytical problem-solving

High-pressure incident response

Education

Bachelor's degree in Computer Science or related STEM field

Tools

Splunk

RDBMS/PLSQL

AWS

Unix Shell Scripting

Job description

Apple Inc. is seeking a Software Application Support Engineer for Retail & Marcom Engineering in Sunnyvale, CA.

You will triage critical system issues in non-production environments, collaborate with cross-functional teams, and drive automation to improve operational efficiency. The role emphasizes hands-on debugging, monitoring, and proactive problem solving in a fast-paced eCommerce ecosystem, with flexibility for off-hours support and strong emphasis on incident management and continuous