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 Engineering Manager, you will...

　　Be a technical lead for organization and are regarded as a support leader by peers across the company

　　Have a solid understanding of the business as it relates to the team’s supported services

　　Lead or participate in company-wide user groups to exchange support information, procedures, and best practices

　　Be an expert in system design and configuration and contribute regularly to physical architecture design for the organization, especially for new services

　　Be involved in major technical decisions and work with development and QA teams to help increase service supportability, scalability, and performance

　　Lead large initiatives that span many services such as efficiency and scaling

　　Manage organization-wide outages ensuring accurate documentation and timely resolution

　　Define aggressive SLAs and drive the team to meet them through metrics creation and analysis

　　Conduct cross-team monitor planning and reviews

　　Have a strong understanding of the technologies, tools, procedures, resources, and best practices used to improve operational excellence

　　Determine best practices for code management, support, code builds, and code deployments

　　Participate and may drive operational excellence across teams

　　Display the leadership core values in every activity and may lead people or virtual teams

　　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

　　3+ years of people management experience leading System Development teams

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

　　Experience designing, building, operating, and managing large-scale distributed systems or web services

　　Experience engaging and influencing senior leaders using both verbal and written communication tools

　　Preferred Qualifications

　　Expertise in operational excellence, security compliance, and distributed systems’ resiliency

　　Knowledge of professional software engineering practices & best practices for the full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations

　　Expertise in operations of highly available and scalable software systems with large customer bases

　　Excellent communication abilities, both verbal and written, including long-form business writing on complex topics

　　Ability to drive effective teamwork, collaboration and commitment

　　Excellent analytical problem solving and troubleshooting skills

　　Ability to coordinate between technical teams, peers and business stakeholders

　　Ability to quickly learn and adopt new technologies

　　Experience managing on-call support coverage, escalation and critical issue management

　　Experience in contributing to the definition and implementation of automation opportunities within an operations environment

　　Experience in root cause analysis and error correction, identifying changes to procedures and systems to implement long term fixes and avoid repeating issue