Senior Support Engineering Manager

Job summaryGood storytelling starts with great listening. At Audible, that means each role and every project has our audience in mind. Because the same people who design, develop, and deploy our products also happen to use them. To us, that speaks volumes.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 Audibles platform. As a Support Engineering Manager, youll anticipate and seek out obstacles before they occur, and implement solutions that allow our engineers to fulfill strategic and tactical business goals. Youll coach teams to deliver visionary 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 Senior Support Engineering Manager, you will...
Be a technical lead for organization and are regarded as a support leader by peers across the company.
Have a solid understanding of the business as it relates to the teams supported services.
Lead or participate in company-wide user groups to exchange support information, procedures, and best practices.
Be an expert in system design and configuration and contribute regularly to physical architecture design for the organization, especially for new services.
Be involved in major technical decisions and work with development and QA teams to help increase service supportability, scalability, and performance.
Lead large initiatives that span many services such as efficiency and scaling.
Manage organization-wide outages ensuring accurate documentation and timely resolution.
Define aggressive SLAs and drive the team to meet them through metrics creation and analysis.
Conduct cross-team monitor planning and reviews.
Have a strong 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 may drive operational excellence across teams.
Display the leadership core values in every activity and may lead people or virtual teams.

Basic Qualifications


3+ years of people management experience leading System Development teams.
Proficiency in one or more general-purpose programming languages such as Java, C/C++, C#, Objective C, Python, JavaScript, Ruby, or Go.
Experience designing, building, operating, and managing large-scale distributed systems or web services.
Experience engaging and influencing senior leaders using both verbal and written communication tools.

Preferred Qualifications


Expertise in operational excellence, security compliance, and distributed systems resiliency.
Knowledge of professional software engineering practices & best practices for the full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations.
Expertise in operations of highly available and scalable software systems with large customer bases.
Excellent communication abilities, both verbal and written, including long-form business writing on complex topics.
Ability to drive effective teamwork, collaboration and commitment.
Excellent analytical problem solving and troubleshooting skills.
Ability to coordinate between technical teams, peers and business stakeholders.
Ability to quickly learn and adopt new technologies.
Experience managing on-call support coverage, escalation and critical issue management.
Experience in 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 issue.ABOUT AUDIBLEAt Audible, we innovate and inspire through the power of voice. We're changing the narrative on storytelling. As a leading creator and provider of premium audio storytelling, we've redefined the ways people access, discover, and share stories. The stories we tell have the ability to transport and transform everyday moments into meaningful experiences and it's our people who make Audible's service possible. We're listeners, storytellers, and problem-solvers. Our perspectives and experiences power our ideas and come together in our mission to unleash the power of the spoken word. Audible offers a Hub+Home hybrid workplace model that gives employees flexibility between gathering in a common office space (work from hub) and remote work (work from home). Some teams will work mostly at hub, some mostly at home and others hybrid. For more information, please visit adbl.co/hybrid.