Support Engineer, Audible

About This Role

Audible is looking for a dynamic and motivated Support Engineer to join a growing team. The role focuses on supporting Audible’s services, platforms, and unique Activate Caring culture while leveraging communication, technical, and problem‑solving skills to impact millions of customers worldwide.

Responsibilities

• Become a subject matter expert on one or more services
• Provide support activities and regularly 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 undocumented 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, communicating status before, during, and after each deployment
• Create and interpret metrics that measure support success and service performance
• Help develop and refine operational policies and procedures used by teams and internal customers
• Participate fully and constructively in planning of the team’s work
• Write simple and efficient tools to improve operational efficiency
• Contribute to design and development of support tools using software engineering best practices
• Mentor other Support Engineers and assist with interviewing and onboarding new team members

Qualifications

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