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

　　Audible is looking for a dynamic and motivated Support Engineer to join a growing team. If you are customer-focused with creative problem-solving skills and have experience supporting technology teams this role may be for you. As a member of our team you will have the opportunity to develop your career while supporting Audible’s services, platforms, and unique Activate Caring culture. This is a fantastic opportunity to leverage your communication, technical, and problem-solving skills to impact millions of customers around the world.

　　As a Support Engineer, you will...

　　Become a subject matter expert on one or more services

　　Provide support activities for these services and regularly work with development teams to establish and improve service support

　　Operate with 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 teams and internal customers

　　Participate fully and constructively in the planning of team’s work

　　Have the ability to write simple and efficient tools to improve operational efficiency

　　Learn to contribute to design and development of support tools using software engineering best practices

　　Mentor other Support Engineers and are involved with interviewing and onboarding new team members

　　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 with ticket monitoring and troubleshooting/debugging technical systems

　　Preferred Qualifications

　　Proficiency in one or more general-purpose programming languages, such as: Java, C/C++, C#, Objective C, Python, or JavaScript

　　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