Operations Engineers on the transactional operations vertical own deep technical expertise across some of Apple Retail's most critical systems, including Point of Sale, Apple Financial Services, Carrier Services, Runner, and Catalog. This is a hands-on engineering role with high visibility across Apple's global retail technology landscape and an opportunity to shape how production support operates at scale. You will combine domain expertise with hands-on troubleshooting, building and extending GenAI agents, screening tools, and automation that fundamentally change how the team detects, investigates, and resolves issues.
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 the 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
Requirements
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
Nice to have:
Hands-on experience building and orchestrating agentic workflows with SOTA language models, LLM-based automation, or AI-augmented operational tooling
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Demonstrated ability to work across distributed systems, APIs, and microservices at an architectural level - understanding how failures propagate across system boundaries
Strong understanding of networking fundamentals (TCP/IP, DNS, HTTP/TLS, load balancing) with the ability to diagnose connectivity issues between distributed systems
Strong root cause analysis skills using diverse data sources including application logs, telemetry, and customer feedback
Experience with frequently used scripting languages (Python preferred) for log analysis, data investigation, and lightweight automation of operational workflows
Excellent ability to communicate complex technical issues clearly and concisely to both technical and non-technical stakeholders
Experience coordinating with distributed teams across multiple time zones in addition to strong cross-functional collaboration skills
Familiarity with CI/CD pipelines, Git-based version control, and release management/deployment processes
Experience with data visualization and analysis tools such as Tableau or Power BI
Proficiency in ITIL practices, including incident, problem, and change management
Experience validating data feeds between SAP (MM, SD, FI) and downstream retail systems, with the ability to identify and troubleshoot discrepancies in inventory, pricing, and order data
Previous experience supporting eCommerce platforms or Retail / Payment systems at scale in a plus
About the Company
The people at Apple craft the kind of wonder that has revolutionized entire industries. It is the diversity of those people and their ideas that supports the innovation that runs through everything they do, from amazing technology to industry-leading environmental efforts. IS&T Retail Store Apps Engineering is responsible for the technology and IT systems used to enable Apple Retail Stores to service millions of customers, enabling Apple Retail to become one of the best retailers in the world.
