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Software Application Support Engineer, Retail Store Operations & Support

Apple· Retail Engineering Operations & Support (REOS) / IS&T – Retail and Marcom Engineering
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ShanghaiFull-timePosted 3d ago

About the role

Technical Support Engineer for Apple Online Store and related eCommerce platform, serving a global 24/7 team. Focuses on triaging critical system issues, coordinating with stakeholders, driving RCA and process improvements, and pursuing automation and optimization opportunities to support a magical, personalized shopping experience across online and physical Apple stores.

Responsibilities

  • Own and drive triage of critical system issues for the eCommerce platform (Apple Online Store) in a 24/7 global team.
  • Coordinate with key stakeholders and other support teams to ensure quick service restoration in high-pressure situations.
  • Take responsibility for complex tasks and apply deep technical principles to complex projects with independent discretion.
  • Partner with engineering and business teams to drive issue resolution and root cause analysis (RCA).
  • Solve complex problems, maintain high organization, and communicate effectively across technical disciplines.
  • Identify opportunities for automation, optimization, and support efficiency improvements, adopting a growth mindset.

Qualifications

  • 8+ years of experience in IT operations, support, SRE and/or security.
  • Excellent analytical, problem-solving, and communication skills suitable for high-pressure outage situations and stakeholder management.
  • Coding knowledge of Java, Scala or other object-oriented languages.
  • Experience with Splunk, monitoring tools, APM & observability tools.
  • Working knowledge of RDBMS and PL/SQL.
  • Experience with cloud infrastructure (e.g., AWS).
  • Bachelor’s degree or higher in CS or a STEM field.
  • Fluency in Mandarin Chinese and English.

Skills

Required:Analytical thinkingProblem solvingCommunicationJava/Scala or OO languagesMonitoring/APM/observability toolsRDBMS/PLSQLCloud infrastructure (AWS)
Nice to have:eCommerce systemsNoSQL (Solr or Cassandra)Automation with AI/ML

Benefits

  • Not specified in the description
Last updated Oct 23, 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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