GenAI-Powered Operations Engineer, Retail Systems

Apple Inc.; Austin (TX); On-site; USD 130,000 - 190,000; Full time

Job summary

Apple Inc. is seeking an Operations Engineer for Retail Store Operations & Support to own deep technical expertise across core systems such as POS, Apple Financial Services, Carrier Services, Runner, and Catalog.

You will build and extend GenAI agents, automation, and screening tools to detect and resolve incidents at scale. You will partner with Engineering, SRE, and business teams to drive root cause analysis, improve processes, and communicate complex issues clearly to technical and

Qualifications

• 2+ years of experience supporting critical, customer-facing systems in a high-volume production environment.
• 1+ years of hands-on experience with incident management platforms (e.g. ServiceNow) and issue tracking tools (e.g. Jira).
• 2+ years of practical experience with Splunk, including dashboard creation, SPL querying, and alert configuration for production triage, performance degradation analysis, and incident resolution.

Responsibilities

• Build and extend GenAI agents and automation that scale incident detection, triage, and resolution across the team.
• Develop deep technical ownership of transactional systems (POS, Apple Financial Services, Carrier Services, Runner, Catalog) to investigate, debug, and resolve complex production incidents with speed and precision.
• Lead root cause analysis using application logs, telemetry, observability platforms, and ML-driven insights, partnering with engineering and leadership to prioritize and drive resolution.
• Contribute to the design and development of functional requirements, technical specifications, and support documentation for automation and process improvement initiatives.
• Partner cross-functionally with engineering teams and business stakeholders to enhance product delivery and launches, and ensure continuous improvement of service quality.
• Coordinate with our globally distributed team of consultants to ensure consistent execution of support functions.
• Participate in an on-call rotation to support critical applications and services, which may include infrequent non-standard hours and weekend coverage.

Skills

Incident management

Root cause analysis

Communicate complex issues

Cross-team collaboration

Education

Bachelor's degree or higher in CS/IT or related field

Tools

ServiceNow

Jira

Splunk

Job description

Apple Inc. is seeking an Operations Engineer for Retail Store Operations & Support to own deep technical expertise across core systems such as POS, Apple Financial Services, Carrier Services, Runner, and Catalog.

You will build and extend GenAI agents, automation, and screening tools to detect and resolve incidents at scale. You will partner with Engineering, SRE, and business teams to drive root cause analysis, improve processes, and communicate complex issues clearly to technical and