Support Engineering Manager

Audible; Ciudad de México; On-site; MXN 1,400,000 - 2,000,000; Full time

Job summary

Audible seeks a Support Engineering Manager to lead and mentor a global team of 5+ engineers. You will own incident response, SLA management, and strategic direction for our support platforms. The role requires deep system design knowledge and the ability to align engineering with business goals.

You will partner with development and QA teams, drive outages documentation, and shape operational excellence while coaching leaders of tomorrow within Audible's engineering ecosystem.

Qualifications

• Experience with at least one general-purpose programming language (Java, Python, C++, C#, Go, Rust or TypeScript).
• 2+ years of people management experience leading Support Engineering teams.
• Experience designing, building, operating, and managing large-scale distributed systems or web services.

Responsibilities

• Be a technical lead for organization and a support leader for peers across the company.
• 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.
• Experience with communicating effectively with senior leadership.

Skills

Java

Python

C++

C#

Go

Rust

TypeScript

People 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.

As a Support Engineering Manager, you will...

• 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
• 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