Technical Support Specialist

hace 1 semana

Xico, México Amazon A tiempo completo

About This Role

Audible is seeking a skilled and motivated Technical Support Specialist to join our growing team. As a member of our team, you will have the opportunity to develop your career while supporting Audible's services, platforms, and unique culture.

Key Responsibilities

  • 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

Requirements

  • 2+ years industry experience in programming and/or technical support roles
  • Experience troubleshooting and debugging technical systems
  • Java Programming and Linux Operating System experience (preferred)
  • 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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