Operations Engineer, Retail Store Operations & Support - Retail & Marcom Engineering

At Apple, we don’t just build products — we revolutionize entire industries. Our

innovation is driven bythe diverse ideas and people that form the foundation of

everything we do, from cutting-edge technol-ogy to our environmental leadership.

The IS&T Retail Engineering Operations & Support team is thefoundation that

makes the magic of Apple Retail possible, both in-store and online. We support

theApple Online Store and over 500 Apple Retail Stores with exceptional,

business-focused technicalservices and innovative engineering solutions. We

build, operate and support the systems, applications, and tools that power Apple

Store operations, and we run a global follow-the-sun support model that keeps

every store and every customer connected to what they need, every minute of

everyday. Retail 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. As part of Retail

Engineering Store Operations & Support, you will play a crucial role in

detecting and resolving issues that impact our global retail environment, This

role sits at the intersection of production support, SRE, and applied AI

engineering. This is a team scaling fast, going deep technically, and investing

heavily in the next generation of automation, agentic operations orchestration,

and operational intelligence.

DESCRIPTION

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. As an Operations Engineer on the transactional operations

vertical, you will 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. You will combine that domain expertise

with hands-on troubleshooting, building and extending GenAI agents, screening

tools, and automation that fundamentally change how our team detects,

investigates, and resolves issues. You will partner closely with Engineering,

SRE, and business teams to drive root cause analysis, deliver process

improvements, and bring clarity to complex technical problems for both technical

and non-technical stakeholders. The ideal candidate is a proactive problem

solver who thrives in a fast-moving production environment and is energized by

production environments where speed, scale, and precision all matter, who codes

when needed, and who communicates with precision across audiences. If you are

passionate about supporting reliable, high-impact systems that serve millions of

customers worldwide, this may be the perfect opportunity for you.

MINIMUM QUALIFICATIONS

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.

PREFERRED QUALIFICATIONS

Hands-on experience building and orchestrating agentic workflows with SOTA

language models, LLM-based automation, or AI-augmented operational tooling.

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 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. 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.