ABOUT AUDIBLE:
At Audible, we believe in the transformative power of the spoken word. As a leading provider of premium audio storytelling, we are redefining how people access, discover, and share stories. Our stories have the ability to transport and enrich everyday moments, and it is our dedicated team that makes Audible's service possible. We are a group of passionate listeners, storytellers, and problem-solvers who are driven by our mission. We offer a Hub+Home hybrid workplace model, allowing employees the flexibility to work from our Audible workspace or remotely. For more information, please visit adbl.co/hybrid.
RESPONSIBILITIES: As a Support Engineer jobs 2023 at Audible , you will:
- Acquire in-depth knowledge of one or more services
- Provide support for these services and collaborate with development teams to enhance service support
- Resolve issues under the guidance of management and drive them to resolution
- Demonstrate a comprehensive understanding of the business logic and architecture of supported services, enabling you to address undocumented trouble tickets
- Analyze complex application code and apply approved fixes to resolve support issues
- Mentor, train, and equip other Support Engineers with the necessary documentation and tools to perform support activities
- Contribute to the creation and enhancement of support documentation
- Execute code builds and deployments, ensuring effective communication throughout the process
- Create and interpret metrics to assess support success and service performance
- Assist in refining operational policies and procedures for internal teams and customers
- Collaborate actively in the planning of team activities
- Develop simple and efficient tools to enhance operational efficiency
- Learn to contribute to the design and development of support tools using software engineering best practices
- Mentor other Support Engineers and participate in interviewing and onboarding new team members
BASIC QUALIFICATIONS:
- Minimum of 2 years of industry experience in programming and/or technical support roles
- Experience in 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
- Strong team skills and the ability to interact with users at all levels within a team environment
- Excellent communication, documentation, and presentation skills for both technical and business audiences
APPLICATION INSTRUCTIONS:
If you are excited about the opportunity to join Audible as a Support Engineer, please submit your application through our online portal. To ensure your application receives proper consideration, please include the following:
- Updated resume: Please provide a comprehensive overview of your professional experience, highlighting relevant programming and technical support roles.
- Cover letter: In your cover letter, please share your motivation for applying to this position and explain how your skills align with the responsibilities and qualifications outlined above.
- Work samples: If available, please include any work samples or projects that showcase your programming abilities or technical support expertise.
- References: Provide contact information for at least two professional references who can speak to your work experience and qualifications.
Note: Only applicants selected for an interview will be contacted. We appreciate your understanding in this matter.
At Audible, we value diversity and are committed to creating an inclusive environment for all employees. We encourage individuals from underrepresented backgrounds to apply.
Join us in harnessing the power of storytelling and making a difference in the lives of millions of customers worldwide. We look forward to reviewing your application and potentially welcoming you to our dynamic team at Audible.
