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
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 the organization and a support leader for peers across the company.
- Have a solid understanding of the business as it relates to the team's supported services.
- Lead or participate in team-wide user groups to exchange support information, procedures, and best practices.
- Build expertise in system design and configuration and contribute to architecture design for the team.
- Be involved in all major technical decisions in the team and work with development and QA teams to help increase service supportability, scalability, and performance.
- Lead moderate initiatives that span multiple services such as efficiency and scaling.
- Manage team-wide outages ensuring accurate documentation and timely resolution.
- Define aggressive SLAs and drive the team to meet them through metrics creation and analysis.
- Conduct team planning and reviews.
- Have an 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 drive operational excellence across your team.
- Take a role in the strategic direction of the team.
- Display leadership core values and lead people.
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.
Minimum 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.
- Strong verbal and written communication abilities.
- Ability to drive effective teamwork, collaboration, and commitment.
- Strong analytical problem-solving and troubleshooting skills.
- Ability to coordinate with 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 issues.