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Senior Software Support Engineer, Retail & Marcom Engineering (R&ME)

Apple· Software and Services
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Austin, TXfull-timePosted 2w ago

About the role

Senior Software Support Engineer focusing on IT operations, incident and change management for the content management and publishing platform behind the Apple Online Store. Responsible for triage, incident response, root cause analysis, automation, and collaboration with engineering, QA, UAT, and DevOps to ensure test environments readiness and seamless publishing workflows.

Responsibilities

  • Triage, troubleshoot and prioritize incidents based on business impact, and separate a genuine publishing or feed failure from alert noise before escalating. Devise and implement mitigation steps to unblock the business
  • Own incidents through to root cause analysis, file defects with clear evidence, and work with engineering to prioritize fixes
  • Support partner teams' change activity. Review change requests for publishing impact and rollback readiness, validate publishing health before and after the change window, and attribute change related ticket clusters quickly
  • Provide coverage during launch and seasonal peak windows, including war room participation and revision publishing checkpoints
  • Drive problem management. Convert recurring alerts into problem records, chase the permanent fix, and keep the team's known cause and runbook references current
  • Participate in on-call rotations and support non-standard hours as needed for ongoing incident mitigation, which may occur at any time or day of the week
  • Take knowledge transfer from engineering on production changes, assess monitoring coverage, and tune alerts that are not actionable
  • Create and maintain support documentation and runbooks, and help evolve standard practices and procedures
  • Identify and build automation that removes manual effort from triage, validation and reporting
  • Produce recurring incident and publishing summaries for leadership and partner reviews, with enough analysis to show trend rather than just counts

Qualifications

  • 8+ years of experience in IT operations, production support, SRE and/or security, including incident, change and problem management in an enterprise ITSM tool
  • Hands-on experience supporting a content management system (CMS) and the feed pipelines behind it. You understand how authoring, versioning and staging behavior turns into downstream publishing behavior, and where it breaks
  • Coding experience in Java, Scala, or other object-oriented languages to be able to conduct deep technical analysis and independent debugging
  • Hands-on experience with Splunk and SQL or PL/SQL. You can write your own searches against unfamiliar indexes and verify data independently during an incident
  • Bachelor's degree or higher in Computer Science or a related STEM field or job related work experience
  • Strong analytical and problem-solving skills in high-pressure outages, with the ability to conduct root cause analysis and explain technical problems clearly to non-technical stakeholders
  • Experience supporting an eCommerce, catalog or content publishing platform at scale, including an enterprise, headless or custom built CMS with workflow and approval states and multi-locale publishing
  • Experience running major incident bridges or war rooms as the coordinating engineer, and driving permanent fixes across team through Problem Management
  • Working experience with AWS and Kubernetes or EKS, and with a NoSQL or search platform, preferably Solr or Cassandra
  • Reporting and analytics experience with Snowflake, Tableau or similar, for operational metrics and trend analysis
  • Automation experience using AI/ML

Skills

Required:Incident managementCMS and content publishingJava / Scala programmingSQL / PL/SQLSplunkAWS / Kubernetes (EKS)

Benefits

  • Equal opportunity employer with emphasis on inclusion and diversity
  • Accessibility and accommodations support described in policy documents
Last updated Oct 9, 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.

AirPods Max 2Apple ArcadeApple CardApple Fitness+Apple MusicApple TVApple TV+Apple Watch Series 11
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