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Senior Operations Engineer, Retail Store Operations & Support

Apple· Retail & Marcom Engineering
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Austin, TXFull-timePosted 4mo ago

About the role

Senior Operations Engineer supporting Apple Retail's transactional systems (POS, Apple Financial Services, Carrier Services, Runner, Catalog) with GenAI-driven automation, incident management, and operational intelligence in a high-volume production environment. Roles spans production support, SRE, and AI-enabled tooling with on-call responsibilities and cross-functional collaboration.

Responsibilities

  • Build and extend GenAI agents, automation that scale incident detection, triage, and resolution across the team.
  • Develop 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 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, business stakeholders, to enhance product delivery, support strategy for new launches, and 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.

Qualifications

  • Bachelor's degree or higher in Computer Science, Information Technology, or a related field, or equivalent work experience.
  • 5+ years of experience supporting critical, customer-facing systems in a high-volume production environment.
  • 3+ years of hands-on experience with incident management platforms (e.g. ServiceNow) and issue tracking tools (e.g. Jira).
  • 3+ years of practical experience with Splunk, including dashboard creation, SPL querying, and alert configuration for production triage, performance degradation analysis, and incident resolution.
  • 3+ 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 tooling.
  • Demonstrated ability to work across distributed systems, APIs, and microservices at an architectural level - understanding how failures propagate across system boundaries.
  • Strong understanding of networking fundamentals (TCP/IP, DNS, HTTP/TLS, load balancing) with the ability to diagnose connectivity issues between distributed systems.
  • Strong root cause analysis skills using diverse data sources including application logs, telemetry, and customer feedback.
  • Experience with scripting languages (Python preferred) for log analysis, data investigation, and lightweight automation of operational workflows.
  • Excellent ability to communicate complex technical issues clearly and concisely to both technical and non-technical stakeholders.
  • Experience coordinating with distributed teams across multiple time zones.
  • Familiarity with CI/CD pipelines, Git-based version control, and release management/deployment processes.
  • Experience with data visualization and analysis tools such as Tableau or Power BI.
  • Proficiency in ITIL practices, including incident, problem, and change management.
  • Experience 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 data.
  • Previous experience supporting eCommerce platforms or Retail / Payment systems at scale is a plus.

Skills

Required:GenAI / AI-augmented operational toolingIncident management & toolingSplunkRoot cause analysisSRE / production support

Benefits

  • Equal opportunity employer with commitment to inclusion and diversity.
  • Accessibility and reasonable accommodations support for applicants.
Last updated Aug 28, 2026. Interested? Apply on the company site.

About Apple

Discover the innovative world of Apple and shop everything iPhone, iPad, Apple Watch, Mac, and Apple TV, plus explore accessories, entertainment, and expert device support.

Discover the innovative world of Apple and shop everything iPhone, iPad, Apple Watch, Mac, and Apple TV, plus explore accessories, entertainment, and expert device support.

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