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About Apple Inc
Apple Inc. is a multinational technology company known for designing and manufacturing consumer electronics, software, and online services, including the iPhone, Mac, iPad, and App Store. Industry: Consumer Electronics & Software
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Operations Engineer, Retail Store Operations & Support - Retail & Marcom Engineering joins the Retail Engineering Store Operations & Support team to maintain critical systems for global retail environments. This role sits at the intersection of production support, SRE, and applied AI engineering. You will own deep technical expertise across transactional systems including Point of Sale, Apple Financial Services, Carrier Services, Runner, and Catalog. Daily responsibilities involve building and extending GenAI agents, screening tools, and automation to scale incident detection and resolution. You will perform root cause analysis using application logs, telemetry, and observability platforms. Required skills include experience with Splunk, ServiceNow, Jira, and Python. You must navigate complex distributed systems, APIs, and microservices to ensure reliable performance for high-volume retail and eCommerce transactions.
Build and extend GenAI agents and automation to scale incident detection, triage, and resolution.
Debug and resolve complex production incidents for Point of Sale, Financial Services, and Carrier systems.
Lead root cause analysis using application logs, telemetry, observability platforms, and ML-driven insights.
Develop functional requirements, technical specifications, and support documentation for automation and process improvements.
Partner with engineering and business teams to enhance product delivery and support strategies for new launches.
Coordinate with a globally distributed team of consultants to ensure consistent execution of support functions.
Participate in an on-call rotation to support critical applications and services during non-standard hours.
What we're looking for
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 like ServiceNow and issue tracking tools like Jira.
2+ years of practical experience with Splunk, including dashboard creation, SPL querying, and alert configuration.
2+ years of experience performing structured root cause analysis using application logs, telemetry, distributed traces, and customer feedback.
Hands-on experience building and orchestrating agentic workflows with SOTA language models, LLM-based automation, or AI-augmented operational tooling (preferred).
Experience with scripting languages (Python preferred) for log analysis, data investigation, and lightweight automation of operational workflows (preferred).
Experience validating data feeds between SAP (MM, SD, FI) and downstream retail systems (preferred).