Support Engineering Director, Audible

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.

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 Director, 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 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.

1. Be a technical lead for organization and are regarded as a support leader by peers across the company
2. Have a solid understanding of the business as it relates to the team's supported services
3. Lead or participate in company-wide user groups to exchange support information, procedures, and best practices
4. Be an expert in system design and configuration and contribute regularly to physical architecture design for the organization, especially for new services
5. Be involved in major technical decisions and work with development and QA teams to help increase service supportability, scalability, and performance
6. Lead large initiatives that span many services such as efficiency and scaling
7. Manage organization-wide outages ensuring accurate documentation and timely resolution
8. Define aggressive SLAs and drive the team to meet them through metrics creation and analysis
9. Conduct cross-team monitor planning and reviews
10. Have a strong understanding of the technologies, tools, procedures, resources, and best practices used to improve operational excellence
11. Determine best practices for code management, support, code builds, and code deployments
12. Participate and may drive operational excellence across teams
13. Display the leadership core values in every activity and may lead people or virtual teams

- 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

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