Support Engineering Manager: Lead Scale & Platform Excellence

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

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.