At Apple, everything begins with the customer experience. Apple Ads extends this philosophy to advertising-helping people discover what they need while empowering advertisers to grow their businesses. Our technology delivers ads and sponsorships across Apple Services, including the App Store, Apple News, and MLS (Major League Soccer) Season Pass. Every solution we build is rooted in trust, connection, and impact: respecting user privacy, integrating advertising seamlessly into the Apple experience, and delivering value for advertisers of every size-from small app developers to global brands. When advertising is done right, it benefits everyone. Apple Ads, India is seeking a Senior Tools & Support Engineer to join the Product Health Team in Hyderabad, focused on enhancing the resilience and performance of the Apple Ads platform. In this role, you will design and develop tools while also providing production support to address customer issues. You will work closely with support, engineering, and operations teams to optimize workflows, automate root cause analysis, and scale the impact of production support. If you are passionate about solving operational challenges with software, reducing manual overhead, and strengthening platform health through automation, we’d love to hear from you!
Description
The Product Health Team operates at the intersection of engineering and operations, owning the tooling and workflows that power production support across Apple Ads. As the escalation point for complex issues from advertisers, monitoring systems, and customer-facing teams, we go beyond reactive support-we build systems that proactively detect issues, accelerate diagnosis, and reduce reliance on upstream teams.
Responsibilities
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Tooling & Automation: Architect and develop internal AI-driven tools for observability, triage, and debugging, enabling support and engineering teams across Apple Ads.
- Proactive Diagnostics: Design solutions that automate complex investigations and detect anomalies before they impact customers.
- Collaboration & Adoption: Partner with business operations and engineering stakeholders to gather requirements, ensure adoption, and drive tool effectiveness.
- Engineering Excellence: Write clean, maintainable code with clear documentation, while mentoring teammates through code reviews and lightweight tooling guidance.
- Strategy & Roadmap: Contribute to the long-term tooling strategy, shaping the roadmap for support automation and scale.
- Issue Investigation: Conduct in-depth investigations of customer-reported issues, resolving them directly where possible and providing detailed findings to Engineering when code changes are required.
- Incident Management: Lead and facilitate incident calls, driving timely resolution to minimize downtime and end-user impact.
- Monitoring & Alerts: Configure and fine-tune observability tools (e.g., Splunk, Grafana) to proactively identify and address performance or availability concerns.
- Documentation: Create and maintain comprehensive SOPs, runbooks, playbooks, troubleshooting guides, and knowledge base articles.
On-Call Coverage: Participate in rotational on-call duties to address critical production issues. Also handle service requests such as user access management, configuration updates, and related tasks.
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Minimum Qualifications
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5-8 years of software engineering experience, with a focus on designing and building internal tools.
- Proficiency in Java or Python, with strong systems-thinking skills and an emphasis on reliability.
- Demonstrated experience developing tools for support, observability, triage, or production diagnostics.
- Hands-on familiarity with logging and monitoring platforms such as Splunk, Datadog, or similar technologies.
- Proven ability to collaborate effectively across functions and communicate with both technical and non-technical stakeholders.
- Strong written communication skills with a commitment to producing clear, accurate documentation.
- Bachelor’s degree in Computer Science or a related field, or equivalent practical experience.
Preferred Qualifications
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Background in technical support, quality engineering, DevOps, or production operations.
- Experience with AI/ML-powered tooling, particularly in internal software workflows.
- Hands-on knowledge of AWS, Kubernetes, containerized deployments, or CI/CD environments.
- Familiarity with mobile advertising platforms, ad tech APIs, or developer-facing systems.
Proven ability to mentor peers, influence technical roadmaps, and lead internal initiatives.
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