Support Engineering Manager: Lead, Scale & Excellence

Amazon Inc.; México; On-site; MXN 900,000 - 1,800,000; Full time

Job summary

Audible, an Amazon company, is seeking a Support Engineering Manager to guide a global team of engineers focused on reliable, scalable audio storytelling platforms. You will mentor leaders, define operational practices, set SLAs, and partner with development and QA to improve performance.

If you thrive in fast-paced, customer-focused environments, join us to shape the future of Audible’s platform.

Qualifications

• Experience leading 5+ support engineers.
• Proficiency in Java, Python, C++, or other major languages.
• Experience designing, operating, and managing large-scale distributed systems.

Responsibilities

• Be a technical lead for the 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.

Skills

Team leadership

Java

Python

C++

Go

Distributed systems

Leadership communication

Job description

Audible, an Amazon company, is seeking a Support Engineering Manager to guide a global team of engineers focused on reliable, scalable audio storytelling platforms. You will mentor leaders, define operational practices, set SLAs, and partner with development and QA to improve performance.

If you thrive in fast-paced, customer-focused environments, join us to shape the future of Audible’s platform.