Software Application Support Engineer (Java)

Role overview

Software Application Support Engineer (Java) at Apple

Responsibilities

• You will act as the bridge between engineering, QA, UAT, and DevOps teams— troubleshooting environment drift, data setup and system issues, and ensuring test environments readiness.
• Implement and activate new alerts as needed, or modify existing ones to ensure optimal system performance.
• Diagnose and resolve configuration errors, database connection drops, environment bottlenecks, and deployment failures.

Required qualifications

• Minimum qualification: 4+ years of software engineering in development, application support, DevOps/SRE, including incident, change and problem management using an enterprise ITSM tool. Proficiency in Java, Scala, or other object-oriented programming languages for conducting comprehensive technical analysis and independent debugging. Hands-on experience with Splunk or other monitoring/observability tools, and working experience with RDBMS and PL/SQL and cloud infrastructure such as AWS. Excellent analytical and problem-solving skills in high-pressure outages, with the ability to conduct root cause analysis and articulate technical problems clearly to non-technical stakeholders.

Preferred qualifications and skills

• Preferred qualification: Working experience on cloud infra, like AWS, is a plus Good knowledge of Unix Shell Scripting Support experience with eCommerce platform is a plus Bachelor's degree or higher in Computer Science or a related STEM field.

Employment details

• Location: Hyderabad [India]

Application details

• We are seeking a detail-oriented Application Support Engineer to manage and support our software releases in non-production test environments before go-live.

About the employer

• Join Apple’s Information Systems and Technology (IS&T) organization.
• It’s Apple’s central nervous system.
• Here on the Retail Engineering Operations & Support team (REOS), we provide world-class support to Apple stores worldwide, both online and physical stores.

Additional role details

• Apple is a place where extraordinary people gather to do their best work.
• Together we craft products and experiences people once couldn’t have imagined — and now can’t imagine living without.
• Do you want to help build some of the largest and most consequential enterprise and customer technology systems in the world?
• IS&T is the engine behind everything Apple does for customers and for the people who build for them.
• Supporting 2.5 billion active Apple devices, processing billions of secure transactions, and keeping the technology that defines modern life running flawlessly, IS&T makes the impossible feel effortless.Do you love building solutions to handle global complexity and immense scale?
• Imagine what you could do here.
• Our main goal is to facilitate a magical, personalized shopping experience where customers can buy, and learn everything Apple, wherever they are.
• To achieve this, we’re looking for someone with extraordinary talent and passion to help us do extraordinary things!
• As part of the global Apple Online Store non-production support team, you will triage critical system issues, deploy proactive monitoring, and coordinate cross-functional stakeholders under pressure to ensure rapid service restoration.
• Leveraging deep technical expertise and independent judgment, you will handle complex technical challenges while championing a growth mindset focused on automation, optimization, and operational efficiency.
• Gain a comprehensive understanding of our eCommerce ecosystem - system integrations and dependencies - to review the functional and technical requirements of upcoming projects, identify potential impacts on existing workflows, and determine the necessary system monitoring needs.
• Partner with developers, QA/UAT test teams, and DevOps to ensure a consistent and stable test environment.
• Systematically identify changes to key environmental aspects, including base data values and their impact on potential test cases.
• Track system performance and catch issues proactively using application logs and monitoring dashboards.
• Conduct root cause analysis, log defects, and collaborate with engineering teams to prioritize fixes.
• Work with other support teams to prioritize and fix system issues.
• Work non-standard hours as necessary to support your teams and stakeholders in ongoing incident mitigation, which may occur at any time or day of the week.
• Create and maintain support documentation, and help evolve standard practices and procedures.
• Identify and collaborate on automation opportunities to improve support efficiency.
• Conduct detailed knowledge transfer sessions for production support teams for key projects including assessment for additional monitoring and alerting, or changes.