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Published 2023-07-04

Support Engineer

Type of job: Remote
Country: Mexico
City: Mexico City
Company: Audible

Description of the offer

Good storytelling starts with great listening. At Audible, that means each role and every project has our audience in mind. Because the same people who design, develop, and deploy our products also happen to use them. To us, that speaks volumes.

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…

  • 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

At Audible, we innovate and inspire through the power of voice. We’re changing the narrative on storytelling. As a leading creator and provider of premium audio storytelling, we’ve redefined the ways people access, discover, and share stories. The stories we tell have the ability to transport and transform everyday moments into meaningful experiences and it’s our people who make Audible’s service possible. We’re listeners, storytellers, and problem-solvers. Our perspectives and experiences power our ideas and come together in our mission to unleash the power of the spoken word. Audible offers a Hub+Home hybrid workplace model that gives employees flexibility between gathering in an Audible workspace (work from hub) and remote work (work from home). For more information, please visit adbl.co/hybrid.

We are open to hiring candidates to work out of one of the following locations:

Mexico City, DIF, MEX

Basic Qualifications

  • 2+ years industry experience in programming and/or technical support roles
  • Experience with ticket monitoring and troubleshooting/debugging technical systems

Preferred Qualifications

  • Proficiency in one or more general-purpose programming languages, such as: Java, C/C++, C#, Objective C, Python, or JavaScript
  • 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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