Support Engineering Manager

Amazon Inc.; Ciudad de México; On-site; MXN 1,000,000 - 1,800,000; Full time

Job summary

Audible is seeking a Support Engineering Manager to lead a team of 5+ support engineers and partner with software and QA teams to design, operate, and scale distributed systems that power our audio platform for millions of listeners. You will drive operational excellence, define SLAs, manage outages, and mentor future leaders in a fast-growing environment.

Ideal candidates have 2+ years of people management, hands-on experience with at least one programming language (Java, Python, etc.), and

Qualifications

• Experience leading teams of 5+ support engineers with resource management.
• Hands-on knowledge of at least one general-purpose language (e.g., Java, Python, C++, C#).
• Experience designing, operating, and managing large-scale distributed systems or web services.
• Proven ability to communicate effectively with senior leadership.
• 2+ years of people management experience in Support Engineering.

Responsibilities

• Set and monitor SLAs; drive metrics to meet service targets.
• Lead team outages, coordinate resolution and post-incident reviews.
• Collaborate with development and QA to improve service supportability and performance.
• Plan and review team work, resources, and career growth.
• Drive operational excellence and automation initiatives across services.

Skills

Team leadership

People management

Programming languages

Distributed systems

Stakeholder comms

On-call management

Job description

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

Our technology teams play a key role in connecting listeners with millions of stories by imagining, designing, developing and testing the software and applications that make up Audible’s platform. As a Support Engineering Manager, you’ll anticipate and seek out obstacles before they occur, and implement solutions that allow our engineers to fulfill strategic and tactical business goals. You’ll coach teams to deliver products and programs to deliver the most value for our millions of customers. This is a chance to drive the future of our technology, mentor future leaders and inspire innovation.

• Be a technical lead for organization and a support leader for peers across the company
• Have a solid understanding of the business as it relates to the team’s supported services
• Lead or participate in team-wide user groups to exchange support information, procedures, and best practices
• Build expertise in system design and configuration and contribute to architecture design for the team
• Be involved in all major technical decisions in the team, and work with development and QA teams to help increase service supportability, scalability, and performance
• Lead moderate initiatives that span multiple services such as efficiency and scaling
• Manage team-wide outages ensuring accurate documentation and timely resolution.
• Define SLAs and drive the team to meet them through metrics creation and analysis
• Conduct team planning and reviews
• Have an 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 drive operational excellence across your team
• Take a role in the strategic direction of the team
• Display leadership core values and lead people or teams

Basic Qualifications

• Experience managing teams of 5+ support engineers, including resource management, staffing, mentoring, and maintaining best-of-class global engineering teams
• Experience with at least one general-purpose programming language such as Java, Python, C++, C#, Go, Rust, or TypeScript
• Experience designing, building, operating, and managing large-scale distributed systems or web services
• Experience communicating effectively with senior leadership
• 2+ years of people management experience leading Support Engineering teams

Preferred Qualifications

• Experience in operational excellence, security compliance, and distributed systems resiliency
• Knowledge of professional software engineering & best practices for full software development life cycle, including coding standards, software architectures, code reviews, source control management, continuous deployments, testing, and operational excellence
• Experience in operations of highly available and scalable internet systems with a large customer base
• Experience with written and verbal communication and presentation
• Experience driving collaborative projects from conception to delivery, or experience dealing effectively with customers during problem resolution and operating efficiently under pressure
• Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience troubleshooting and debugging technical systems
• Experience coordinating between technical teams, peers and business stakeholders
• Experience 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
• Ability to quickly learn and adopt new technologies
• Experience managing on-call support coverage, escalation and critical issue management

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Veterans, military spouses, and people with disabilities are encouraged to apply.