Description

　　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 Hub+Home 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