Technical Operations Engineer & Production Support, Customer Systems

Apple, Inc.; Sunnyvale (CA); On-site; USD 150,000 - 225,000; Full time

Benefits offered by this job

Medical & Dental coverage

Retirement benefits

Employee stock programs

Tuition reimbursement

Relocation assistance

Job summary

Apple, Inc. is seeking a Technical Operations Engineer & Production Support expert for the Sunnyvale campus. You will design automation, build tools, and lead incident response for Apple’s customer systems across global applications.

The role emphasizes reliability, performance, and scalable operations in a fast-paced environment. Ideal candidates combine strong software engineering with operational excellence, experience in 24x7 support, and a proven ability to automate complex workflows using

Qualifications

• Experience debugging Java, JEE, REST, Swift/Objective C, Websockets and data access technologies.
• Experience leading and driving operations teams for large-scale, 24x7 mission-critical applications.
• Strong knowledge of production support practices for managing web and iOS applications and enthusiasm for eliminating repetitive manual processes through automation.
• Experience interpreting data from systems like OpenTelemetry and Splunk.

Responsibilities

• Design, build, and maintain automation to monitor and manage large-scale distributed systems.
• Develop tools and software (Java/JEE, REST, Swift/ObjC, Python, Go, Bash) to automate tasks and improve reliability.
• Lead system health monitoring, incident response, and cross-team communications for global apps.
• Drive operational metrics, KPI tracking, and process improvements with support, engineering and business ops.
• Lead a globally distributed team to achieve operations excellence and automate daily tasks.

Skills

Java/JEE

REST

Swift/Objective C

Python

Go

Bash

Websockets

Automation

OpenTelemetry

Splunk

Tools

OpenTelemetry

Splunk

AI/LLM usage

Job description

Technical Operations Engineer & Production Support, Customer Systems

Sunnyvale, California, United States Corporate Functions

Customer Systems is part of IS&T and drives the technology behind Apple’s customer support experience — from contact center operations to the software powering the iconic Genius Bar. The team also builds and operates AppleCare’s online support platform, which handles 6 billion visits per year, delivering seamless, high-quality support to Apple customers around the globe.At Apple, customer experience is at the forefront of everything we do. Apple Customer systems Operations team is looking for a highly skilled and motivated CS TechOps Engineer (Technical Operations & Site Reliability Engineer) to join our operations team. In this role, you will be responsible for maintaining the reliability, availability, and performance of business-critical, globally distributed systems.

Description

If you have the desire and motivation to design and develop automation solutions to streamline system sustenance, monitoring, and operational workflows, while collaborating closely with support, engineering and business operations teams, this profile is for you. Ideal candidates will combine strong software engineering skills with a passion for operational excellence, and thrive in a fast-paced, change-driven environment focused on continuous improvement and flawless delivery.

Responsibilities

• Design, build, and maintain automation solutions to streamline the monitoring, sustenance, and management of large-scale distributed systems.
• Develop tools and software (using Java/JEE, REST, Swift/Objective C, Python, Go, or Bash) to automate repetitive operational tasks, reduce manual intervention, and improve system reliability. Utilize AI & LLM models to gain Operations Excellence in application support.
• Lead the planning and execution of system health monitoring, incident response, and communication across critical global applications.
• Drive operational metrics tracking, KPI identification, and process improvements through coordination with support, engineering and business operations teams.
• Focus on operations management and demonstrate expertise in managing large-scale production outages and leading incident response.
• Deep understanding of production monitoring systems, log analysis, and troubleshooting, support dashboards and proficiency in scripting languages and automation tools.
• Lead a team of highly skilled engineers across the globe and guide their work towards operations excellence, gaining efficiency by automating their daily routine tasks.
• Be a problem-solver who is self-directed and capable of exhibiting deftness to handle multiple simultaneous competing priorities and deliver solutions in a timely manner.
• Create and maintain accurate, up-to-date documentation reflecting architecture, infra configuration, and responsible for writing justifications, training users in complex topics, writing status reports, documenting procedures, and interacting with other Apple staff and management.
• Provide guidance to improve the stability, efficiency and scalability of systems. Strong troubleshooting ability will be used daily.
• Determine future needs for capacity by closely reviewing upcoming application features and load.
• Continuously work with the engineering teams to improve reliability, implementing actionable monitoring framework and be part of production on-call.

Minimum Qualifications

• Experience in debugging Java, JEE, REST, Swift/Objective C, Websockets and data access technologies.
• Experience in leading and driving operations teams for large scale mission critical applications working in a 24x7 operations and on/off shore support model
• Strong knowledge of Production support practices for managing web and iOS applications and passion for eliminating repetitive manual processes using automation.
• Experience in interpreting data from systems like Open Telemetry, Splunk and other monitoring tools.

Preferred Qualifications

• Experience in using AI / LLM models to significantly improve Operations efficiency and perform tasks like model training, MCP creation or designing model utility.
• Understanding of standard networking protocols and components such as: HTTP, DNS, TCP/IP, ICMP, the OSI Model, Subnetting and Load Balancing is a plus
• Lead a team of highly skilled engineers across the globe and guide their work towards operations excellence, gaining efficiency by automating their daily routine tasks.
• Experience in strategizing and achieving operational excellence in global distributed systems.
• Fundamental understanding of distributed systems including: Micro services, Messaging Brokers and Versioning
• Understanding of the Linux Operating System, including Kernel, Memory, Process, Threads, Static / Shared Libraries, IPC, Signals.
• Excellent organizational and documentation skills.

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $150,400 and $225,300, and your base pay will depend on your skills, qualifications, experience, and location.
Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits
Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant

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
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Apple accepts applications to this posting on an ongoing basis.