Software Development Engineer in Test, Customer Systems

Summary

At Apple, our mission is simple. We focus on enriching people’s lives by building the world’s best products, and offering the best purchase experience and customer service on the planet.

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.

The Customer Systems team builds the applications and services that enable exceptional support experiences for over half a billion customers all over the world. Our technology and services power the uniquely Apple experience every time our customers reach out to us for help - in the store, over the phone, chat, email or social media. Our applications are inclusive, highly performant, deployed at scale and help set the gold standard for customer service!

Come join us to do the best work of your life with a welcoming, diverse and talented group of engineers. Bring passion and dedication to the job and there’s no telling what you could accomplish!

About the role

We, in the Quality Engineering team, fill the mission-critical role of ensuring that our complex, large-scale systems stay healthy, monitored, automated and designed to scale with consistent performance. We are looking for motivated critical problem solvers with a sharp eye for detail, who can come up with a customer focused testing strategy, keeping in mind the micro-services context of our applications.

You will support studies aimed at the discovery, development, and validation of groundbreaking new CRM applications and shared services — including AI- and GenAI-powered features that are reshaping the customer experience.

Responsibilities

Collaborate cross-functionally — Work closely with software developers, product managers, and QA engineers to understand product requirements and define test strategies, including for GenAI-driven flows.

Test planning and strategy — Drive the development of test plans, identifying automation opportunities and ensuring adequate coverage across the system. Spot gaps in existing plans and close them with scalability and maintainability in mind, using GenAI to accelerate analysis and complement manual testing efforts.

• Test framework development — Design, develop, and maintain robust automated test frameworks and suites using industry-standard tools and languages. Continuously enhance frameworks with GenAI augmentation to improve efficiency, reliability, and maintainability.
• Test case creation and execution — Build comprehensive test cases from requirements and design specs. Run tests, analyze results, and report defects promptly — leveraging GenAI for synthetic test data, edge case generation, and result triage.
• CI/CD integration — Integrate automated tests into pipelines, ensuring efficient and consistent execution — with GenAI-assisted failure analysis to keep pipelines healthy.
• You will drive all quality work end-to-end and be a strong advocate for quality — including GenAI-augmented quality strategies — across the entire software development process.

Minimum Qualifications

• Minimum 3 years of SDET experience.
• Strong object-oriented programming and software design skills, preferably in Java or Python.
• Experience leveraging GenAI to build automated UI and non-UI tests for user-facing applications.
• Bachelors Degree or Masters Degree in Computer Science or equivalent.

Preferred Qualifications

• Creative problem solver — building scalable solutions in collaborative, cross-functional teams; comfortable applying GenAI to accelerate test creation and broaden coverage.
• Ability to proactively triage, investigate, and debug backend and UX issues — independently and collaboratively, using GenAI to speed up root-cause analysis.
• Highly organized with strong planning skills to estimate, track, and communicate progress — leveraging GenAI to streamline documentation and status updates.