Support Engineering Director
hace 4 semanas
Audible is seeking a highly skilled Support Engineering Director to join our team. As a key member of our technology organization, you will play a critical role in connecting our listeners with millions of stories by imagining, designing, developing, and testing the software and applications that make up our platform.
Key Responsibilities- Lead technical teams to deliver visionary products and programs that meet strategic and tactical business goals.
- Anticipate and seek out obstacles before they occur, and implement solutions to ensure the success of our engineers.
- Coach teams to deliver high-quality products and services that meet the needs of our customers.
- Participate in company-wide user groups to exchange support information, procedures, and best practices.
- Contribute to the design and configuration of our systems, ensuring they are highly available and scalable.
- Work with development and QA teams to increase service supportability, scalability, and performance.
- Lead large initiatives that span multiple services, such as efficiency and scaling.
- Manage organization-wide outages, ensuring accurate documentation and timely resolution.
- Define aggressive SLAs and drive the team to meet them through metrics creation and analysis.
- Conduct cross-team monitoring and reviews.
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.
Basic Qualifications- 3+ years of people management experience leading System Development teams.
- Proficiency in one or more general-purpose programming languages such as Java, C/C++, C#, Objective C, Python, JavaScript, Ruby, or Go.
- Experience designing, building, operating, and managing large-scale distributed systems or web services.
- Experience engaging and influencing senior leaders using both verbal and written communication tools.
- 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.
- Excellent communication abilities, both verbal and written, including long-form business writing on complex topics.
- Ability to drive effective teamwork, collaboration, and commitment.
- Excellent analytical problem-solving and troubleshooting skills.
- Ability to coordinate between technical teams, 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.
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