Software Application Support Engineer (Java)

About the role

Apple's Retail Engineering Operations & Support (REOS) team provides support to Apple stores worldwide, online and in person. This role is a detail-oriented Application Support Engineer within the global Apple Online Store non-production support team, managing and supporting software releases in non-production test environments before go-live. You will act as a bridge between engineering, QA, UAT and DevOps teams, troubleshooting environment drift, data setup and system issues and ensuring test environments are ready.

Key responsibilities

• Triage critical system issues, deploy proactive monitoring and coordinate stakeholders to restore services quickly.
• Understand the eCommerce ecosystem and its integrations, review project requirements, identify workflow impacts and define monitoring needs.
• Implement or modify alerts to keep system performance optimal.
• Partner with developers, QA/UAT and DevOps to keep the test environment stable, tracking changes to base data and their effect on test cases.
• Monitor system performance with logs and dashboards, and diagnose configuration errors, database connection drops, bottlenecks and deployment failures.
• Run root cause analysis, log defects and work with engineering and support teams to prioritize fixes.
• Work non-standard hours when needed for incident mitigation.
• Create and maintain support documentation, identify automation opportunities and run knowledge transfer sessions for production support teams.

Required profile

• 4+ years of software engineering, application support or DevOps/SRE, including incident, change and problem management with an enterprise ITSM tool.
• Excellent analytical and problem-solving skills in high-pressure outages, with clear communication of technical problems to non-technical stakeholders.
• Bachelor's degree or higher in Computer Science or a related STEM field (preferred).

Required skills

• Proficiency in Java, Scala or another object-oriented language.
• Hands-on experience with Splunk or similar monitoring tools, RDBMS and PL/SQL, and cloud infrastructure such as AWS.
• Preferred: AWS experience, Unix shell scripting and eCommerce platform support.