Do you have a passion for keeping critical services running smoothly and a talent for bringing people together to solve problems? Are you a highly motivated and experienced operations professional with a strong desire to improve processes, drive accountability, and create clarity in complex environments? Join Apple's General and Administrative (G&A) Solutions Engineering team as a Support Engineer and play a vital role in ensuring the reliability and operational excellence of our global, mission-critical services.

Description

As a Support Engineer, you'll be at the heart of our operational rhythm - coordinating across teams, owning incident management processes, and ensuring nothing falls through the cracks. You will collaborate with Service Owners, Business Partners, and Support teams to proactively identify service gaps, lead post-incident reviews, and drive continuous improvement initiatives. Your ability to communicate clearly, stay calm under pressure, and follow through on commitments will directly impact the experience of teams and customers who depend on our services every day.

","responsibilities":"Monitor service health and track open incidents, ensuring timely escalation, clear ownership, and consistent follow-through to resolution

Lead and facilitate Post-Incident Reviews (PIRs), ensuring root causes are identified, action items are assigned, and lessons learned are documented and shared

Act as a coordination hub during major incidents - keeping stakeholders informed, aligning response teams, and driving communication with a sense of urgency

Identify recurring patterns in incidents and service disruptions, and champion process improvements to prevent repeat occurrences

Create, maintain, and continuously improve operational documentation including run-books, escalation procedures, on-call guides, and standard operating procedures (SOPs)

Participate in 24/7 on-call rotation, providing support coverage for critical services and serving as a point of contact for incident coordination during off-hours

Streamline operational workflows by identifying manual, repetitive activities and working with teams to build more efficient, scalable processes

Track and report on key service metrics and operational KPIs, sharing insights with stakeholders to drive informed decision-making

Collaborate closely with engineering and business teams to ensure operational readiness for new services and changes, incorporating best practices for support and incident response

Foster a culture of continuous learning, knowledge sharing, and operational discipline across the team

Preferred Qualifications

Familiarity with ITIL frameworks and incident management best practices.

Experience working with service management platforms such as Service Now or similar tools

Exposure to monitoring and alerting concepts - ability to read dashboards and understand service health indicators (no coding required)

Experience facilitating Post-Incident Reviews or retrospectives and driving action item completion

Familiarity with project tracking tools (e.g., Jira, Wrike, Quip)

Experience working in cross-functional teams across engineering, operations, and business stakeholders

Minimum Qualifications

2+ years of experience in a service operations, IT support coordination, or project management role supporting enterprise-level services

Demonstrated experience managing or coordinating incident response processes in a fast-paced environment

Experience creating and maintaining operational documentation such as run-books, SOPs, or process guides

Bachelor's degree in Business, Information Systems or work related experience

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant .

Pay & Benefits

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $89,000 and $133,600, and your base pay will depend on your skills, qualifications, experience, and location.

Apple employees also have the opportunity to become an Apple shareholder through participation in Apple's discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple's Employee Stock Purchase Plan. You'll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses - including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.

Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.