Support Specialist, Audible

hace 3 días

Ciudad de México, Ciudad de México Amazon A tiempo completo
About This Role

Audible, a leading producer and provider of audio storytelling, is seeking a skilled Support Engineer to join its growing team. As a Support Engineer, you will play a critical role in delivering exceptional customer experiences and driving business success.

Key Responsibilities
  1. Subject Matter Expertise: Develop in-depth knowledge of one or more services and provide expert support to customers.
  2. Collaboration and Communication: Work closely with development teams to establish and improve service support, and effectively communicate with customers to resolve issues.
  3. Issue Resolution: Operate with guidance from management to drive issues to resolution, and regularly resolve undocumented trouble tickets.
  4. Code Development: Understand the business logic and architecture of supported services, and make approved code fixes to resolve support issues.
  5. Mentorship and Training: Provide mentoring, training, documentation, and tools to other Support Engineers to enable them to perform support activities.
  6. Documentation and Metrics: Regularly contribute to the creation and improvement of all support documentation, and create and interpret metrics that measure support success and service performance.
  7. Operational Excellence: Help develop and refine operational policies and procedures used by teams and internal customers, and participate fully and constructively in the planning of team's work.
  8. Tool Development: Have the ability to write simple and efficient tools to improve operational efficiency, and learn to contribute to design and development of support tools using software engineering best practices.
  9. Mentorship and Onboarding: Mentor other Support Engineers and be involved with interviewing and onboarding new team members.
About Audible

Audible is a subsidiary of Amazon, and we are committed to delivering exceptional customer experiences through our audio storytelling products and services. Our Hub+Home hybrid workplace model gives employees the flexibility to work from a common office space or remotely.

Minimum Requirements
  1. 2+ years of industry experience in programming and/or technical support roles.
  2. Experience troubleshooting and debugging technical systems.
  3. Java Programming and Linux Operating System experience.
  4. Demonstrated success as an individual contributor, managing standard operating procedures and internal processes.
  5. Superior team skills in dealing with users at all levels in a team environment.
  6. Exceptional communication, documentation, and presentation skills for technical and business audiences.

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