Chennai, India

Software Support Engineering Manager

Technology | Job ID 2911343

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Job Summary

The Amazon Digital team is looking for a passionate, results-oriented, operationally focused engineering support manager to support the fast evolving and expanding Digital space. The role encompasses managing a growing support engineering team that is providing support (tier-3, escalations to engineering teams) for multiple products and platforms for the Audible business, engineering development support (root cause analysis, code fixes), Customer support self-service (Tools development) and business decision making support (data mining, report generation, scripting). The Digital Support Engineering team comprises of world class engineers with technical skills blending systems and software engineering.

We are looking for a technical manager with experience managing software engineering support team or equivalent and a track record of driving projects to improve software development/business/customer service support-related processes and the technical support experience. A successful candidate will be an experienced technical manager who is willing to take on a challenging space, has a strong metrics focus, has strong customer focus and ability to lead technical teams and loves a fast-paced environment. If you fit the profile we would love to talk to you.

Responsibilities include direct management of a team of 6-9 support engineers, process and service improvements, monitor and improve day-to-day operational efficiency, planning, some project management for software within the team, enhancing and maintaining a best-of-class engineering team, and management of resources across teams. The role also involves driving smaller scope development projects and building custom tools.

Basic Qualifications

- Bachelor's/ Master’s degree in Computer Science, Engineering or related technical field
- 5+ years of People Management, Program Management, Support engineering experience in related field.
- Customer-centric orientation as evidenced by the quality and efficacy of products, services, and support delivered.
- A creative problem solver who proactively seeks out system/process improvements in support of his/her customers
- Strong understanding of technology and product design and architecture
- Strong program/Project management skills working across teams and stakeholders
- Proven ability to manage multiple, competing priorities simultaneously
- Strong sense of ownership, urgency, and drive

Preferred Qualifications

- Experience in managing/supporting large-scale highly available and distributed systems
- Technical Skills - Programming Languages (Java/Python/Ruby, etc.), Web technologies, Cloud/AWS
- Proven track record of troubleshooting, simplifying, operational excellence and a focus on automation
- Agile Principles, Values, and Practices
- Good data mining and analytical skills as well as proven process management skills.

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.

- 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.
- 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

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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.

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