Good storytelling starts with great listening. At Audible, that means each role and every project has our audience in mind. Because the same people who design, develop, and deploy our products also happen to use them. To us, that speaks volumes. ABOUT THIS ROLE Our technology teams play a key role in connecting listeners with millions of stories by imagining, designing, developing and testing the software and applications that make up Audible's platform. As a Support Engineering Manager, you'll anticipate and seek out obstacles before they occur, and implement solutions that allow our engineers to fulfill strategic and tactical business goals. You'll coach teams to deliver visionary products and programs to deliver the most value for our millions of customers. This is a chance to drive the future of our technology, mentor future leaders and inspire innovation. As a Support Engineer, you will - Play a leadership role on team by becoming a subject matter expert on one or more services - Own support activities for these services and regularly work with development teams to establish and improve service support - Operate with limited guidance from management and aggressively drive issues to resolution - Understand the business logic and architecture of supported services to regularly resolve undocumented trouble tickets - Be able to read and understand complex application code and make approved code fixes to resolve support issues - Provide mentoring, training, documentation, and tools to other Support Engineers to enable them to perform support activities - Regularly contribute to the creation and improvement of all support documentation - Perform code builds and deployments communicating status regularly before, during, and after each deployment - Create and interpret metrics that measure support success and service performance - Help develop and refine operational policies and procedures used by team and internal customers - Work on support projects that are large in scope and lead other Support Engineers on smaller projects - Participate fully and constructively in the planning of team's work - Have the ability to write simple and efficient tools to improve operational efficiency - Contribute to design and development of support tools using software engineering best practices - Mentor other Support Engineers and are involved in hiring ABOUT AUDIBLE At Audible, we innovate and inspire through the power of voice. We're changing the narrative on storytelling. As a leading creator and provider of premium audio storytelling, we've redefined the ways people access, discover, and share stories. The stories we tell have the ability to transport and transform everyday moments into meaningful experiences and it's our people who make Audible's service possible. We're listeners, storytellers, and problem-solvers. Our perspectives and experiences power our ideas and come together in our mission to unleash the power of the spoken word. Audible offers a HubHome hybrid workplace model that gives employees flexibility between gathering in an Audible workspace (work from hub) and remote work (work from home). For more information, please visit adbl.co/hybrid. We are open to hiring candidates to work out of one of the following locations: Mexico City, DIF, MEX BASIC QUALIFICATIONS - 2 years industry experience in programming and/or technical support roles - Experience troubleshooting and debugging technical systems PREFERRED QUALIFICATIONS - Java Programming and Linux Operating System experience - Demonstrated success as an individual contributor, managing standard operating procedures and internal processes - Superior team skills in dealing with users at all levels in a team environment - Exceptional communication, documentation and presentation skills for technical and business audiences
