Support Engineering Director, Audible

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 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.As a Support Engineering Director, 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 team’s 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