Technical Operations Engineer & Production Support, Customer Systems

Customer Systems is part of IS&T and drives the technology behind Apple's customer support experience - from contact center operations to the software powering the iconic Genius Bar. The team also builds and operates AppleCare's online support platform, which handles 6 billion visits per year, delivering seamless, high-quality support to Apple customers around the globe.

At Apple, customer experience is at the forefront of everything we do. Apple Customer systems Operations team is looking for a highly skilled and motivated CS TechOps Engineer (Technical Operations & Site Reliability Engineer) to join our operations team. In this role, you will be responsible for maintaining the reliability, availability, and performance of business-critical, globally distributed systems. If you have the desire and motivation to design and develop automation solutions to streamline system sustenance, monitoring, and operational workflows, while collaborating closely with support, engineering and business operations teams, this profile is for you. Ideal candidates will combine strong software engineering skills with a passion for operational excellence, and thrive in a fast-paced, change-driven environment focused on continuous improvement and flawless delivery.Design, build, and maintain automation solutions to streamline the monitoring, sustenance, and management of large-scale distributed systems. Develop tools and software (using Java/JEE, REST, Swift/Objective C, Python, Go, or Bash) to automate repetitive operational tasks, reduce manual intervention, and improve system reliability. Utilize AI & LLM models to gain Operations Excellence in application support. Lead the planning and execution of system health monitoring, incident response, and communication across critical global applications. Drive operational metrics tracking, KPI identification, and process improvements through coordination with support, engineering and business operations teams. Focus on operations management and demonstrate expertise in managing large-scale production outages and leading incident response. Deep understanding of production monitoring systems, log analysis, and troubleshooting, support dashboards and proficiency in scripting languages and automation tools. Lead a team of highly skilled engineers across the globe and guide their work towards operations excellence, gaining efficiency by automating their daily routine tasks. Be a problem-solver who is self-directed and capable of exhibiting deftness to handle multiple simultaneous competing priorities and deliver solutions in a timely manner. Create and maintain accurate, up-to-date documentation reflecting architecture, infra configuration, and responsible for writing justifications, training users in complex topics, writing status reports, documenting procedures, and interacting with other Apple staff and management. Provide guidance to improve the stability, efficiency and scalability of systems. Strong troubleshooting ability will be used daily. Determine future needs for capacity by closely reviewing upcoming application features and load. Continuously work with the engineering teams to improve reliability, implementing actionable monitoring framework and be part of production on-call.Experience in debugging Java, JEE, REST, Swift/Objective C, Websockets and data access technologies. Experience in leading and driving operations teams for large scale mission critical applications working in a 24x7 operations and on/off shore support model Strong knowledge of Production support practices for managing web and iOS applications and passion for eliminating repetitive manual processes using automation. Experience in interpreting data from systems like Open Telemetry, Splunk and other monitoring tools.Experience in using AI / LLM models to significantly improve Operations efficiency and perform tasks like model training, MCP creation or designing model utility. Understanding of standard networking protocols and components such as: HTTP, DNS, TCP/IP, ICMP, the OSI Model, Subnetting and Load Balancing is a plus Lead a team of highly skilled engineers across the globe and guide their work towards operations excellence, gaining efficiency by automating their daily routine tasks. Experience in strategizing and achieving operational excellence in global distributed systems. Fundamental understanding of distributed systems including: Micro services, Messaging Brokers and Versioning Understanding of the Linux Operating System, including Kernel, Memory, Process, Threads, Static / Shared Libraries, IPC, Signals. Excellent organizational and documentation skills.