Senior Support Engineer, Audible

At Audible, we believe stories have the power to transform lives. It’s why we work with some of the world’s leading creators to produce and share audio storytelling with our millions of global listeners. We are dreamers and inventors who come from a wide range of backgrounds and experiences to empower and inspire each other. Imagine your future with us.

ABOUT THIS ROLE
Audible is looking for a dynamic and motivated Support Engineer to join a growing team. If you are customer-focused with creative problem-solving skills and have experience supporting technology teams this role may be for you. As a member of our team you will have the opportunity to develop your career while supporting Audible’s services, platforms, and unique Activate Caring culture. This is a fantastic opportunity to leverage your communication, technical, and problem-solving skills to impact millions of customers around the world.

As a Support Engineer, you will...
- Be viewed as a support leader throughout the larger organization and are regularly engaged to work on cross-team planning
- Lead large, cross-functional team projects and resolve the most complex support issues
- Understand the business impact of support decisions
- Drive the team to improve operational efficiency for all services through the identification and development of SLAs, metrics, monitors, procedures, tools, and documentation
- Think proactively and work to prevent support issues before they are realized
- Participate in design reviews to identify and mitigate support risks
- Work closely with development and QA teams to improve the change management life-cycle
- Have a deep understanding of production architecture and familiarity with operating system best practices
- Identify and drive small production architecture changes
- Regularly work with management to assign tasks and small projects to other Support Engineers
- Work with other Amazon leaders to share ideas and improve support across the company
- Take a role in the strategic direction of the team
- Play a significant role in hiring, mentoring, and training employees
- Demonstrate excellent judgment when making decisions

ABOUT AUDIBLE
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. We are a global company with an entrepreneurial spirit. We are dreamers and inventors who are passionate about the positive impact Audible can make for our customers and our neighbors. This spirit courses throughout Audible, supporting a culture of creativity and inclusion built on our People Principles and our mission to build more equitable communities in the cities we call home.

Basic Qualifications
- 3+ years industry experience in programming and/or technical support roles
- Proficiency with Python and SQL
- Experience working with data systems
- Experience with database concepts and data processing
- Experience troubleshooting and debugging technical systems
- Experience in Unix or Linux OS

Preferred Qualifications
- Experience scripting in modern programming languages
- Experience with ETL processes
- Exposure to big data technologies (Hadoop, Spark, etc.)
- Knowledge of data querying
- Understanding of data warehousing concepts
- Knowledge of data visualization tools (e.g. AWS QuickSight, Tableau, etc.)
- Good understanding and experience of using GIT
- Supporting implementations enterprise-wide
- Applications with different geographies
- Knowledge of AWS Services
- An understanding of computer networking fundamentals
- Ability to run and debug code through an IDE