{"id":3386400,"url":"https://alion.io/job/apple-software-application-support-engineer-retail-engineering-operations-support-2","title":"Software Application Support Engineer, Retail Engineering Operations & Support","company":{"id":12,"name":"Apple","domain":"apple.com","url":"https://alion.io/company/apple","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Apple Jobs","truth_index":{"grade":"A","score":91,"open_postings":861,"ghost_share":0,"stale_share":0.171,"repost_share":0.002,"time_to_fill_p50_days":95,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Shanghai, China"],"countries":["CN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Java","optional":false},{"name":"Python","optional":false},{"name":"Scala","optional":false},{"name":"SQL","optional":false},{"name":"Agentic Workflows","optional":true},{"name":"AI Agents","optional":true},{"name":"AWS","optional":true},{"name":"LLM","optional":true},{"name":"Splunk","optional":true},{"name":"Unix","optional":true}],"status":"live","first_seen_at":"2026-10-28T03:01:41Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-01T19:52:02Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Do you want to help build some of the largest and most consequential enterprise and customer technology systems in the world? Join Apple’s Information Systems and Technology (IS&T) organization. IS&T is the engine behind everything Apple does for customers and for the people who build for them. It’s Apple’s central nervous system. Supporting 2.5 billion active Apple devices, processing billions of secure transactions, and keeping the technology that defines modern life running flawlessly, IS&T makes the impossible feel effortless.\nDo you love building solutions to handle global complexity and immense scale? Imagine what you could do here.\nRetail and Marcom Engineering, an IS&T team, builds and operates the systems and experiences that connect Apple’s products with its customers. The team owns the technology behind both Apple’s online and physical stores and drives the interactive marketing experiences and tools that keep creative operations moving. Together, those functions deliver the technology behind every product story Apple tells and every purchase a customer makes.\nImagine what you could do here. At Apple, excellent ideas have a way of becoming great products, services, and customer experiences. Bring passion and dedication to your job and there’s no telling what you could accomplish.\nWe at Apple don’t just build products, we craft the kind of wonder that’s revolutionized entire industries! Apple is where individual creativities come together to create extraordinary products and services. Every new product we build, service we create, or Apple Store experience we deliver, is the result of us making each other's ideas stronger!\nDescription\nHere on the Retail Engineering Operations & Support team (REOS), we provide world-class support to Apple stores worldwide, both online and physical stores. Our main goal is to facilitate a magical, personalized shopping experience where customers can buy, and learn everything Apple, wherever they are. To achieve this, we’re looking for someone with extraordinary talent and passion to help us do extraordinary things!\nWe are seeking a Software Application Support Engineer, who will collaborate closely with engineers from various technical backgrounds and to resolve issues across Apple’s retail applications. As a hands-on, proactive problem solver, you will challenge the status quo, continuously learn, and strive for excellence in every aspect of your work. Critical thinking, analysis, documenting, and communicating within the team and cross-functionally is critical to the success of the role.\nYour role will include:\nPartnering with engineering teams to prioritize and fix production defects.\nManaging and troubleshooting global incidents related to Apple Online Store for our user base globally.\nContributing to the development of functional requirements, technical specifications, and support documentation for automation and process improvements.\nConducting root cause analysis, logging defects, and collaborating with engineering, leadership and partner teams to prioritize fixes.\nAssisting with the global support strategy for new product releases and feature launches.\nCollaborating on cross-functional process enhancements to improve efficiency and service quality.\nTriage and prioritize incidents based on the impact, devise and implement mitigation steps to unblock the business.\nConduct RCA, log defects and partner with engineering team for prioritization.\nAutomation, maintain support documentation and debug complex production issues.\nWork non-standard hours to support your teams with ongoing incident mitigation, which may occur at any time/day of the week.\nShare on-call rotation with other team members to support apps and services in scope.\nTake knowledge transition from engineering teams for changes being rolled out in production. Assess the need for production monitoring and alert setup.\nMinimum Qualifications\nBachelor's degree or higher in CS or in a STEM field\n1+ years of software engineering or application support experience\nSkills and experience in monitoring, alerting, fault analysis, and automation and ITIL practices and standards\nStrong troubleshooting and problem-solving skills\nCoding knowledge in Java, Python, Scala and frameworks related to Java\nGood knowledge of RDBMS, PL/SQL\nFluency in both Mandarin Chinese and English\nPreferred Qualifications\nBroad understanding and first-hand experience with LLM-based tools and agentic workflows\nWorking experience on cloud infra, like AWS, is a plus\nExperience with Splunk, monitoring tools, APM & observability\nSupport experience with eCommerce platform is a plus\nGood knowledge of Unix Shell Scripting","description_format":"text","description_chars":4669,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"Chinese","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Operating Systems","Laptops","Smartwatches & Fitness Trackers","Tablets"],"lifecycle":[{"event":"open","at":"2026-10-28T07:43:58Z"}],"visa":[],"liveness":{"score":99,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.993,"p_room":1,"age_days":4,"expected_fill_days":95,"reasons":["conf:2","urgency","velocity","win:early","comp:junior,brand"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/apple-software-application-support-engineer-retail-engineering-operations-support-2","json_url":"https://alion.io/job/apple-software-application-support-engineer-retail-engineering-operations-support-2.json","meta":{"generated_at":"2026-11-01T21:48:24Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":33241,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":12},"rest":"https://alion.io/mcp/rest/get_company?id=12"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fapple-software-application-support-engineer-retail-engineering-operations-support-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fapple-software-application-support-engineer-retail-engineering-operations-support-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fapple-software-application-support-engineer-retail-engineering-operations-support-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/apple-software-application-support-engineer-retail-engineering-operations-support-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fapple-software-application-support-engineer-retail-engineering-operations-support-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3386400}},{"tool":"search_jobs","arguments":{"company":"apple.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3386400},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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