Operations Engineer, Retail Store Operations & Support Retail & Marcom Engineering

At Apple we dont just build products we revolutionize entire industries. Our innovation is driven bythe diverse ideas and people that form the foundation of everything we do from cutting-edge technol-ogy to our environmental leadership. The ISu0026T Retail Engineering Operations u0026 Support team is thefoundation that makes the magic of Apple Retail possible both in-store and online. We support theApple Online Store and over 500 Apple Retail Stores with exceptional business-focused technicalservices and innovative engineering solutions. We build operate and support the systems applications and tools that power Apple Store operations and we run a global follow-the-sun support model that keeps every store and every customer connected to what they need every minute of and Marcom Engineering an ISu0026T team builds and operates the systems and experiences that connect Apples products with its customers. The team owns the technology behind both Apples 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 part of Retail Engineering Store Operations u0026 Support you will play a crucial role in detecting and resolving issues that impact our global retail environment This role sits at the intersection of production support SRE and applied AI engineering. This is a team scaling fast going deep technically and investing heavily in the next generation of automation agentic operations orchestration and operational intelligence.

This is a hands-on engineering role with high visibility across Apples global retail technology landscape and an opportunity to shape how production support operates at an Operations Engineer on the transactional operations vertical you will own deep technical expertise across some of Apple Retails most critical systems including Point of Sale Apple Financial Services Carrier Services Runner and Catalog. You will combine that domain expertise with hands-on troubleshooting building and extending GenAI agents screening tools and automation that fundamentally change how our team detects investigates and resolves will partner closely with Engineering SRE and business teams to drive root cause analysis deliver process improvements and bring clarity to complex technical problems for both technical and non-technical 2028The ideal candidate is a proactive problem solver who thrives in a fast-moving production environment and is energized by production environments where speed scale and precision all matter who codes when needed and who communicates with precision across audiences. If you are passionate about supporting reliable high-impact systems that serve millions of customers worldwide this may be the perfect opportunity for you.

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

Bachelors degree or higher in Computer Science Information Technology or a related field or equivalent work experience.n2 years of experience supporting critical customer-facing systems in a high-volume production environment.n1 years of hands-on experience with incident management platforms (e.g. ServiceNow) and issue tracking tools (e.g. Jira).n2 years of practical experience with Splunk including dashboard creation SPL querying and alert configuration for production triage performance degradation analysis and incident resolution.n2 years of experience performing structured root cause analysis using application logs telemetry distributed traces and customer feedback across complex multi-system environments.

Hands-on experience building and orchestrating agentic workflows with SOTA language models LLM-based automation or AI-augmented operational ability to work across distributed systems APIs and microservices at an architectural level - understanding how failures propagate across system understanding of networking fundamentals (TCP/IP DNS HTTP/TLS load balancing) with the ability to diagnose connectivity issues between distributed root cause analysis skills using diverse data sources including application logs telemetry and customer with scripting languages (Python preferred) for log analysis data investigation and lightweight automation of operational ability to communicate complex technical issues clearly and concisely to both technical and non-technical coordinating with distributed teams across multiple time with CI/CD pipelines Git-based version control and release management/deployment with data visualization and analysis tools such as Tableau or Power in ITIL practices including incident problem and change validating data feeds between SAP (MM SD FI) and downstream retail systems with the ability to identify and troubleshoot discrepancies in inventory pricing and order experience supporting eCommerce platforms or Retail / Payment systems at scale in a plus.