Software Support Engineer
Technology | Job ID 2938370Job Summary
- Software Support Engineering is a shared services organization responsible for providing multi-faceted application engineering services to multiple Digital product development teams.
- Developing Tools, applications, code improvements and scripts to resolve operational burden of support engineers and Operations
- Support engineering and troubleshooting on issues related to the digital platform services and content for various products
- Interface with content acquisition, content providers, operations and technical teams to ensure content publishing and delivery as per service level agreements
- Production Builds, Tools, and Configuration Management for software product releases and successful deployments.
This job requires you to constantly hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks will define your success. Some of the key job functions of the support engineer are:
- Provide first level of support for tickets filed in Audible
- Provide engineering support of our incoming tickets, including extensive troubleshooting and debugging, with responsibilities covering multiple product lines.
- Work on maintenance of coding projects, primarily in Perl or shell scripts, web technologies, and Java based projects.
- Read and understand complex application code and make code fixes to resolve support issues
- Software deployment support in staging and production environments.
- Develop tools to aid operations and maintenance.
- System and Support status reporting.
- Ownership of one or more Digital products or components.
- Customer notification and workflow co-ordination and follow-up to maintain service level agreements.
- Work with Audible engineering team for handing-off or taking over active support issues and to create a team specific knowledge base and skill set.
Basic Qualifications
- 2-4 years overall development/technical support experience.
- 2-4 years of experience to troubleshoot and identify the root cause of issues in complex Enterprise Level applications.
- 2-4 years of experience working on networking, hardware performance and audio/video technologies within Consumer Electronics.
- Development Experience in Python/Ruby/NodeJS/C/Java or open source based technologies.
- Experience in Perl or shell scripts, XML/SOAP, web services, web application development.
- Experience in UNIX/Linux operating system and tools Strong communication skills and experience in handling high severity incident management calls.
Preferred Qualifications
- BIG PICTURE: solve problems at their root, stepping back to understand the broader context
- PROACTIVE: You display energy and initiative in solving problems. You follow all possible avenues to get the job done. ADAPTABLE: You undertake a variety of tasks willingly. You switch from complex to routine tasks when required. You adapt quickly to new technologies and products. You work effectively with a variety of personalities and work styles.
- HANDLING STRESS: Ability to retain composure under stressful conditions, communicates effectively with a wide array of individuals at Amazon, and gets the right things done.
- QUALITY: You demonstrate appropriate quality and thoroughness.
- INTEGRITY: You act with personal integrity at all times.
- PROFESSIONAL: You work within your team's process. You confront problems (even when outside your own domain), propose solutions, take ownership through to resolution or ensure a clear hand-off. You have a positive, can-do approach to work.
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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
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Audible Success Profile
Audible is built on a strong foundation as an Amazon subsidiary, so you’ll get to leverage all of Amazon's technologies while still being on a small team with an entrepreneurial spirit. We’re looking for someone who knows how to use data to provide our customers with engaging and inspiring experiences.
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- Curious You are open to others’ perspectives and ideas. When faced with challenges, you stay inquisitive, collaborating and testing different approaches.
- Imaginative You imagine freely and support your colleagues’ own imagining. You ask “What if…?” and employ original thinking in your work.
- Customer Centric You are passionate about creating delightful experiences. Whether you’re working with creators, customers, or colleagues you aim to exceed their expectations in every way.
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- Inventive You express ideas and navigate complex and ambiguous situations in novel ways, even creating new paradigms or structures for others to follow.
- Socially Conscious You’re mindful of the impact we have on each other and apply empathy into your work with colleagues, communities, and customers.
- Effective Communicator By adapting complex information for your audience, you’re able to foster collaboration and have a positive impact on outcomes
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What we can offer you
We are a community of brilliant minds, brimming with fresh ideas and working shoulder to shoulder to achieve greatness. And because of this, we think it’s only fair that we offer some nice little perks to everyone who goes the extra mile at Audible.
Flexible Work
We promote flexibility in how and where we work with our Hub+Home hybrid workplace model.
Health
Dental and vision plans, life insurance, and the medical plan options that suit individual needs.
Savings
Plan for your future with employer-matched savings accounts.
Stock
We grant our employees restricted stock units, because we want them to think and act like owners.
Time Off
We love what we do but everyone needs the opportunity to hit the refresh button. Take advantage of vacation days, sick days, and personal days to rejuvenate.
Community
We are committed to building and sustaining a diverse and inclusive culture and community. Audible’s Impact Groups encourage an environment where you can be you, and bring your whole self to work.
Amazon Discount
As part of the Amazon family, Audible employees are entitled to a discount on products on Amazon.
Learning & Development
We want to help you grow with learning and development programs, leadership training and tuition reimbursement.
Be Customer Obsessed
Imagine & Invent Before They Ask
Articulate The Possible & Move Fast To Make It Real
Study & Draw Inspiration From Culture & Technology
Activate Caring
Audible's People Principles celebrate who we are and where we've been, and guide the way we work shoulder to shoulder to enhance the lives of our millions of customers around the world. They reflect and apply to everyone who works at Audible—the entrepreneurs and operators, the dreamers and the doers, those who have worked here for 25 years and those who have arrived in the past few weeks and months.
View all Our People Principles
Community Impact
At Audible, we seek to exemplify what a company can mean beyond what it does. We recruit and cultivate local talent, and we drive forward a wide range of initiatives focused on returning Newark to its roots as a hub of innovation. Our global offices embrace the same principle, and our employees around the world volunteer and serve in their communities in addition to seeding and growing the local creative economy.
Learn more
Location Benefits
Our Newark office is at the heart of the audio revolution. We stay inspired by visiting creatives, guest speakers, professional development, and community engagement. We fuel our ideas with daily catered lunch and then take in local culture or hang out with colleagues at weekly happy hours. Getting here is easy with free parking or transit perks, and employees who move to the neighborhood enjoy our monthly Live Local housing subsidy.
Learn more
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