Support Engineer – Platform, Code Fixes & Mentoring

Audible; Ciudad de México; Presencial; MXN 300.000 - 540.000; Jornada completa

Descripción de la vacante

Audible is seeking a dynamic Support Engineer to join a growing team in Mexico City. You will become a subject matter expert on one or more services, provide ongoing support, and collaborate with development teams to improve service delivery.

The role emphasizes problem-solving, code reading, and mentoring within a customer-focused culture. Ideal candidates have 2+ years of development or technical support experience and proven ability to troubleshoot complex systems.

Formación

• 2+ years of development or technical support experience.
• Experience troubleshooting and debugging technical systems.

Responsabilidades

• Become a subject matter expert on one or more services.
• Provide support activities for these services and 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 resolve trouble tickets.
• 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.
• Contribute to the creation and improvement of all support documentation.
• Perform code builds and deployments and communicate status before, during, and after deployments.
• Create and interpret metrics that measure support success and service performance.
• Help develop operational policies and procedures used by teams and internal customers.
• Participate in planning of team’s work.
• Write simple tools to improve operational efficiency.
• Contribute to design and development of support tools using software engineering best practices.
• Mentor other Support Engineers and participate in interviewing/onboarding new team members

Conocimientos

Subject matter expertise

Technical support

Troubleshooting

Code reading & debugging

Mentoring

Descripción del empleo

Audible is seeking a dynamic Support Engineer to join a growing team in Mexico City. You will become a subject matter expert on one or more services, provide ongoing support, and collaborate with development teams to improve service delivery.

The role emphasizes problem-solving, code reading, and mentoring within a customer-focused culture. Ideal candidates have 2+ years of development or technical support experience and proven ability to troubleshoot complex systems.