Support Engineer, Audible

3 weeks ago

Jeddah, Makkah Province, Saudi Arabia Amazon Full time

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.

ABOUT THIS ROLE

Audible is looking for a dynamic and motivated Support Engineer to join a growing team. If you are customer-focused with creative problem-solving skills and have experience supporting technology teams this role may be for you. As a member of our team you will have the opportunity to develop your career while supporting Audible's services, platforms, and unique Activate Caring culture. This is a fantastic opportunity to leverage your communication, technical, and problem-solving skills to impact millions of customers around the world.

As a Support Engineer, you will:

  1. Become a subject matter expert on one or more services
  2. Provide support activities for these services and regularly work with development teams to establish and improve service support
  3. Operate with guidance from management and aggressively drive issues to resolution
  4. Understand the business logic and architecture of supported services to regularly resolve undocumented trouble tickets
  5. Be able to read and understand complex application code and make approved code fixes to resolve support issues
  6. Provide mentoring, training, documentation, and tools to other Support Engineers to enable them to perform support activities
  7. Regularly contribute to the creation and improvement of all support documentation
  8. Perform code builds and deployments communicating status regularly before, during, and after each deployment
  9. Create and interpret metrics that measure support success and service performance
  10. Help develop and refine operational policies and procedures used by teams and internal customers
  11. Participate fully and constructively in the planning of team's work
  12. Have the ability to write simple and efficient tools to improve operational efficiency
  13. Learn to contribute to design and development of support tools using software engineering best practices
  14. Mentor other Support Engineers and are involved with interviewing and onboarding new team members
BASIC QUALIFICATIONS

- 2+ years industry experience in programming and/or technical support roles
- Experience troubleshooting and debugging technical systems

PREFERRED QUALIFICATIONS

- Java Programming and Linux Operating System experience
- Demonstrated success as an individual contributor, managing standard operating procedures and internal processes
- Superior team skills in dealing with users at all levels in a team environment
- Exceptional communication, documentation and presentation skills for technical and business audiences

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit here for more information.

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