Software Development Engineer in Support (WW Operations Business Process Reengineering)

Imagine what you could do here. At Apple, we believe new ideas have a way of becoming phenomenal products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The people here at Apple don’t just create products - they create the kind of wonder that’s revolutionised entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. Business Process Re-engineering team powers engineering and innovation behind our Supply Chain and Operations worldwide. We develop solutions to complex business problems at Apple scale while collaborating with cross-functional teams in a fast paced environment. BPR Business Operations is a global team that ensures timely, quality support to application users for powering business continuity and liberating the development team's bandwidth to allocate to new capabilities. The Centralized Global support model delivers deep technical application support to suit applications scaling across multiple Apple Businesses, variety of customer base across multiple regions. The support delivery is executed by the vendor teams covering multiple locations & timezones. We are looking for a Software Development Engineer in Support who as a technical lead would anchor and set the technical roadmap for us.

Description

We are reimagining Global support and seeking Application Support Engineering - Automation lead who is hands-on technical and is responsible to modernize Support planning and execution with intelligent tooling. This role is perfect for an individual contributor who thrives at the intersection of support process and platform engineering.

Responsibilities

• Perform root cause analysis and fix problems at the code, infrastructure, or configuration level
• Partner with development teams to patch bugs and enhance application reliability, ensuring minimal disruption to customer operations
• Influence Application design decisions by advocating for supportability and resilience
• Develop observability frameworks (dashboards, logging standards, tracing), automation for auto-triage, self-healing, and real-time diagnostics
• Deep analytical skills, systems thinking, and the ability to turn support problems into scalable engineering solutions collaborating across engineering, monitoring, and portfolio teams
• Attention to detail and the ability to communicate at all organizational levels with excellent verbal and written communication skills
Work in a high-trust environment with technical leadership

Minimum Qualifications

• 8 to 12yrs experience in IT Software Industry with a minimum of 6 yrs hands-on experience in software application development using programming skills (Java, Python)
• Knowledge of Rest services, XML, JSON and databases (SQL/NoSQL), APIs
• Understanding of CI/CD pipelines and release management
• Knowledge of cloud platforms (AWS, Azure, or GCP) and containerization (Docker, Kubernetes)
• Bachelor’s or Masters degree in Engineering specialising in Computer Science or IT

Preferred Qualifications

• Strong understanding of product support processes for L1, L2, And L3 Tiers
• Familiarity with monitoring/logging tools (Grafana, Splunk, Prometheus, ELK)
• Exposure to ITIL processes (Incident, Problem, Change)
• Ability to combine technology with a support mindset to lead automation and shift-left processes
• Lead innovation with cutting-edge AI and LLM-powered tools
Understanding in Supply Chain domain (or) Support delivery process and tool

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