Support Engineer, Audible

At Audible, we believe stories have the power to transform lives. It’s why we work with some of the world’s leading creators to produce and share audio storytelling with our millions of global listeners. We are dreamers and inventors who come from a wide range of backgrounds and experiences to empower and inspire each other. Imagine your future with us.

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

Audible is the leading producer and provider of audio storytelling. We spark listeners’ imaginations, offering immersive, cinematic experiences full of inspiration and insight to enrich our customers daily lives. We are a global company with an entrepreneurial spirit. We are dreamers and inventors who are passionate about the positive impact Audible can make for our customers and our neighbors. This spirit courses throughout Audible, supporting a culture of creativity and inclusion built on our People Principles and our mission to build more equitable communities in the cities we call home.

Basic Qualifications

2+ years of development or technical support experience

Experience troubleshooting and debugging technical systems, or experience in development or technical support

Preferred Qualifications

Experience in managing critical operational processes, with SLA responsibility

Experience in technical support, or experience in managing and troublshooting network and experience that includes strong analytical skills, attention to detail, and effective communication abilities

Experience conveying complex technical concepts to both technical and business audiences

Java Programming and Linux Operating System experience

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.