Support Engineering Director

hace 7 días

Ciudad de México, Ciudad de México Servicios Comerciales Amazon México S. de R.L. de... A tiempo completo

About This Role

We are seeking a highly skilled Support Engineering Director to join our team at Servicios Comerciales Amazon México S. de R.L. de C.V. As a key member of our organization, you will play a critical role in ensuring the smooth operation of our technology systems and services.

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 prevent downtime and ensure high availability.
  • Coach teams to deliver high-quality software and applications that meet the needs of our millions of customers.
  • Participate in company-wide user groups to exchange support information, procedures, and best practices.
  • Contribute to physical architecture design for the organization, especially for new services.
  • Be involved in major technical decisions and work with development and QA teams to help increase service supportability, scalability, and performance.
  • Lead large initiatives that span many 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 monitor planning and reviews.
  • Have a strong 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 may drive operational excellence across teams.

About Us

Servicios Comerciales Amazon México S. de R.L. de C.V. is a 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 and remote work.

We are open to hiring candidates to work out of one of our locations.

Requirements

  • 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.
  • 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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