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Audible is a leading producer and provider of audio storytelling, offering immersive, cinematic experiences that enrich customers' daily lives. As a Support Engineering Manager, you will 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.
Key Responsibilities- Anticipate and seek out obstacles before they occur, and implement solutions that allow our engineers to fulfill strategic and tactical business goals.
- Coach teams to deliver visionary products and programs that deliver the most value for our millions of customers.
- Be a technical lead for 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.
Audible is a hybrid workplace model that gives employees the flexibility between gathering in a common office space and remote work. Our company is committed to empowering and inspiring our employees to deliver the most value for our customers.
Basic Qualifications- 2+ 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 and 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.
