Support Engineer, Audible
Technology | Job ID 2593609Job Summary
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. Our Hub+Home hybrid workplace model gives employees the flexibility between gathering in a common office space (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
- Experience troubleshooting and debugging technical systems
Preferred Qualifications
- Demonstrated success as an individual contributor, managing standard operating procedures and internal processes
- Superior team skills in dealing with users at all levels in a team environment
- Exceptional communication, documentation and presentation skills for technical and business audiences
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Audible Success Profile
Audible is built on a strong foundation as an Amazon subsidiary, so you’ll get to leverage all of Amazon's technologies while still being on a small team with an entrepreneurial spirit. We’re looking for someone who knows how to use data to provide our customers with engaging and inspiring experiences.
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- Curious You are open to others’ perspectives and ideas. When faced with challenges, you stay inquisitive, collaborating and testing different approaches.
- Imaginative You imagine freely and support your colleagues’ own imagining. You ask “What if…?” and employ original thinking in your work.
- Customer Centric You are passionate about creating delightful experiences. Whether you’re working with creators, customers, or colleagues you aim to exceed their expectations in every way.
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- Inventive You express ideas and navigate complex and ambiguous situations in novel ways, even creating new paradigms or structures for others to follow.
- Socially Conscious You’re mindful of the impact we have on each other and apply empathy into your work with colleagues, communities, and customers.
- Effective Communicator By adapting complex information for your audience, you’re able to foster collaboration and have a positive impact on outcomes
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What we can offer you
We are a community of brilliant minds, brimming with fresh ideas and working shoulder to shoulder to achieve greatness. And because of this, we think it’s only fair that we offer some nice little perks to everyone who goes the extra mile at Audible.
Flexible Work
We promote flexibility in how and where we work with our Hub+Home hybrid workplace model.
Health
Dental and vision plans, life insurance, and the medical plan options that suit individual needs.
Savings
Plan for your future with employer-matched savings accounts.
Stock
We grant our employees restricted stock units, because we want them to think and act like owners.
Time Off
We love what we do but everyone needs the opportunity to hit the refresh button. Take advantage of vacation days, sick days, and personal days to rejuvenate.
Community
We are committed to building and sustaining a diverse and inclusive culture and community. Audible’s Impact Groups encourage an environment where you can be you, and bring your whole self to work.
Amazon Discount
As part of the Amazon family, Audible employees are entitled to a discount on products on Amazon.
Learning & Development
We want to help you grow with learning and development programs, leadership training and tuition reimbursement.
Be Customer Obsessed
Imagine & Invent Before They Ask
Articulate The Possible & Move Fast To Make It Real
Study & Draw Inspiration From Culture & Technology
Activate Caring
Audible's People Principles celebrate who we are and where we've been, and guide the way we work shoulder to shoulder to enhance the lives of our millions of customers around the world. They reflect and apply to everyone who works at Audible—the entrepreneurs and operators, the dreamers and the doers, those who have worked here for 25 years and those who have arrived in the past few weeks and months.
View all Our People Principles
Community Impact
At Audible, we seek to exemplify what a company can mean beyond what it does. We recruit and cultivate local talent, and we drive forward a wide range of initiatives focused on returning Newark to its roots as a hub of innovation. Our global offices embrace the same principle, and our employees around the world volunteer and serve in their communities in addition to seeding and growing the local creative economy.
Learn more
Location Benefits
Our Newark office is at the heart of the audio revolution. We stay inspired by visiting creatives, guest speakers, professional development, and community engagement. We fuel our ideas with daily catered lunch and then take in local culture or hang out with colleagues at weekly happy hours. Getting here is easy with free parking or transit perks, and employees who move to the neighborhood enjoy our monthly Live Local housing subsidy.
Learn more
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