Software Application Support Engineer, Retail Engineering Operations & Support

Apple Retail Shop; Shanghai (VA); Presencial; USD 120.000 - 150.000; Jornada completa

Descripción de la vacante

Apple is seeking a highly skilled Technical Support Engineer to join the Retail Engineering Operations & Support (REOS) team. You will work with a global 24/7 team to triage critical issues affecting the Apple Online Store and associated platforms, coordinating with engineering and business teams to drive rapid incident resolution.

You will analyze complex outages, perform RCAs, and push automation and process improvements to enhance reliability and efficiency across Apple’s eCommerce ecosystem.

Formación

• Experience in 24x7 global IT operations, IT security or SRE environments.
• Ability to perform root-cause analysis and drive incident resolution under high pressure.
• Strong communication to translate technical problems for non-technical users.

Responsabilidades

• Lead triage of critical platform issues for Apple Online Store and affiliates.
• Coordinate with engineering and business teams to drive RCA and issue resolution.
• Drive automation, optimization, and efficiency improvements across support processes.
• Collaborate with global teams to maintain service availability 24/7.

Conocimientos

Analytical skills

Problem-solving

Communication skills

Mandarin Chinese fluency

English fluency

8+ years IT operations/SRE/security

Multi-tasking & prioritization

Educación

Bachelor's degree or higher in CS or STEM

Herramientas

Splunk

Monitoring tools

APM/Observability tools

RDBMS/PLSQL

AWS

Descripción del empleo

200686501-3715

Do you want to help build some of the largest and most consequential enterprise and customer technology systems in the world? Join Apple’s Information Systems and Technology (IS&T) organization. IS&T is the engine behind everything Apple does for customers and for the people who build for them. It’s Apple’s central nervous system. Supporting 2.5 billion active Apple devices, processing billions of secure transactions, and keeping the technology that defines modern life running flawlessly, IS&T makes the impossible feel effortless. Do you love building solutions to handle global complexity and immense scale? Imagine what you could do here. Retail and Marcom Engineering, an IS&T team, builds and operates the systems and experiences that connect Apple’s products with its customers. The team owns the technology behind both Apple’s online and physical stores and drives the interactive marketing experiences and tools that keep creative operations moving. Together, those functions deliver the technology behind every product story Apple tells and every purchase a customer makes. 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!

Summary

Posted: Oct 20, 2026

Weekly Hours: 40

Role Number: 200686501-3715

Description

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. This position primarily involves working in a global team of 24/7 to support our eCommerce platform - Apple Online Store and its users. You’ll actively work on, own, and drive triage of critical system issues. Additionally, you’ll coordinate with key stakeholders and other support teams in high-pressure situations to ensure quick service restoration. You will take responsibility of complex tasks and be able to exercise independent discretion to apply deep technical principles to complex projects. You will partner with engineering and business teams to drive issue resolution and RCA. You will solve complex problems, possess a high degree of organization, and communicate effectively across a variety of technical disciplines. You will also bring in a growth mindset to identify opportunities for automation, optimization, support efficiency and efficacy improvements.

Minimum Qualifications

• Excellent analytical skills, with the ability to see the big picture while working in the details in a fast-paced, multifaceted, 24x365 environment.
• Strong problem-solving skills to handle high-pressure outage situations and conduct root-cause analysis.
• Excellent communication skills to manage stakeholder expectations and translate technical problems for non-technical users.
• 8+ years of experience in IT operations, support, SRE and/or security.
• Organized, detail-oriented, with ability to multi-task & prioritize work efficiently.
• Coding knowledge of Java, Scala or other object-oriented languages.
• Experience with one or more - Splunk, monitoring tools, APM & observability tools.
• Good working knowledge of RDBMS, PL/SQL.
• Working experience on cloud infra, like AWS.
• Bachelor's degree or higher in CS or in a STEM field.
• Fluency in both Mandarin Chinese and English is required.

Preferred Qualifications

• Experience with an eCommerce System as a developer, SRE/support engineer.
• Experience with a NoSQL platform, preferably Solr or Cassandra.
• Automation experience using AI/ML.
• Exposure to Incident and Problem Management processes is a plus.

Apple is an equal opportunity employer that is committed to inclusion and diversity, and thus we treat all applicants fairly and equally. Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. 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