Support Engineer, Audible

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