Support Engineer

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.