Developer Support Operations - Apple Services Engineering

The people here at Apple don't just create products - they create the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it.

Apple's Services - App Store, Games, iCloud, Apple Music, TV+, and many more - are the most exciting and dynamic in the world. Our teams work together to craft products and experiences that impact people's lives in ways they could not have imagined.

We're looking for someone with a passion for apps, customer experience, and the quality of content and service synonymous with Apple. The right candidate for this role understands what differentiates Apple and a great developer experience - and brings the operational rigor and creative problem-solving to scale it. If you are interested in enabling Apple's services to operate successfully around the world, this role may be for you!

Description

This team manages developer support and operations inside the Apple Services Engineering (ASE) organization, collaborating extensively with a wide range of cross-functional teams including AppleCare, business management, engineering, marketing, project management, and developer relations. Areas of focus include App Store Connect, TestFlight, Games app, and the App Store.

As part of this role you'll work across engineering teams to establish support processes at scale with organizations like AppleCare for new developer-facing features, requirements, and regulations. You'll attend engineering design reviews and project meetings for new features, advocating for the developer experience throughout the process. You'll also use data and operational metrics to surface trends, identify gaps, and drive continuous improvement; leveraging AI tools and automation to streamline workflows, reduce manual overhead, and scale support operations more efficiently.

In our programs, there is never a playbook. You must be comfortable operating in new and unfamiliar areas, quickly building competence to bring insights into your work, and making decisions. You should be motivated to build strong relationships, influence, and credibility across an organization. We're looking for someone who will bring a passion for the developer experience, identifying opportunities, and prioritizing concerns and issues affecting developers.

Minimum Qualifications

4+ years of industry experience in a customer and/or engineering support role such as Engineering Program Management, Operations, or similar

Demonstrated ability to independently manage multiple projects or programs simultaneously, driving them from scoping through execution

Effective at issue and trend detection with demonstrated creative approaches in identifying solutions

Comfortable working with data to inform decisions, identify patterns, and communicate findings

Practical experience using AI tools (e.g., LLMs, automation platforms) to improve personal or team workflows and efficiency

Outstanding communication and presentation abilities, written and verbal, to all levels of an organization

Highly autonomous: self-directed, motivated, and able to operate independently in ambiguous environments

A bachelor's degree or equivalent professional experience is preferred.

Preferred Qualifications

Experience designing or scaling support processes and operations for large-scale products or systems

Demonstrated excellence in building strong relationships and influence across a matrixed organization

Hands-on experience building or optimizing automated workflows, tooling, or operational pipelines using AI or scripting

Experience with digital content distribution or development experience on Apple platforms

Experience working on Trust & Safety or legal and regulatory compliance initiatives

Familiarity with support tooling, ticketing systems, or operational dashboards