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Operations Engineer, Retail Store Operations & Support

Apple· IS&T Retail Store Apps Engineering
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Shanghaifull-timePosted 3d ago

About the role

Hands-on engineering role with high visibility across Apple’s retail technology landscape. Owns deep technical expertise across critical transactional systems (POS, Apple Financial Services, Carrier Services, Runner, Catalog), builds and extends GenAI agents and automation, conducts root cause analysis, and collaborates across engineering, SRE, and business teams to improve incident detection, triage, and resolution at scale.

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.
  • 2+ years of experience supporting critical, customer-facing systems in a high-volume production environment.
  • 1+ years of hands-on experience with incident management platforms (e.g. ServiceNow) and issue tracking tools (e.g. Jira).
  • 2+ years of practical experience with Splunk, including dashboard creation, SPL querying, and alert configuration for production triage, performance degradation analysis, and incident resolution.
  • 2+ years of experience performing structured root cause analysis using application logs, telemetry, distributed traces, and customer feedback across complex, multi-system environments.
  • Fluency in both Mandarin Chinese and English.
  • 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.
  • Strong understanding of networking fundamentals (TCP/IP, DNS, HTTP/TLS, load balancing).
  • 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.
  • Excellent communication of complex technical issues to technical and non-technical stakeholders.
  • Experience coordinating with distributed teams across multiple time zones and cross-functional collaboration.
  • Familiarity with CI/CD pipelines, Git-based version control, and release management/deployment processes.
  • Experience with data visualization tools such as Tableau or Power BI.
  • Proficiency in ITIL practices (incident, problem, change management).
  • Experience validating data feeds between SAP (MM, SD, FI) and downstream retail systems; ability to identify and troubleshoot inventory, pricing, and order data discrepancies.
  • Previous experience supporting eCommerce platforms or Retail / Payment systems at scale is a plus.

Skills

Required:GenAI / AI-augmented operational toolingIncident managementRoot cause analysisScripting (Python)Networking fundamentalsCommunicationCross-functional collaboration

Benefits

  • Apple offers comprehensive benefits package (health, vision, dental, retirement plans, education assistance, etc.) as part of standard employment terms.
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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