Live Ops Support Engineer, Prime Video, Live Playback Operations

Prime Video Live Operations Support Engineer

The Live Playback Operations team is seeking a Support Engineer to own the operation and end-to-end monitoring of live events on Prime Video. The role involves working with internal and external partners to ensure the video signal for each event is received, routed through our encoding/packaging infrastructure, and successfully delivered to customer devices. Prime Video is the first-stop entertainment destination offering customers a vast collection of premium programming in one app available across thousands of devices. Prime members can customize their viewing experience and find their favorite movies, series, documentaries, and live sports – including Amazon MGM Studios-produced series and movies; licensed fan favorites; and programming from Prime Video add-on subscriptions such as Apple TV+, Max, Crunchyroll and MGM+. All customers, regardless of whether they have a Prime membership or not, can rent or buy titles via the Prime Video Store, and can enjoy even more content for free with ads. Are you interested in shaping the future of entertainment? Prime Video's technology teams are creating best-in-class digital video experience. As a Prime Video Live Operations Support Engineer, you'll have end-to-end ownership of the product, user experience, design, and technology required to deliver state-of-the-art experiences for our customers. You'll get to work on projects that are fast-paced, challenging, and varied. You'll also be able to experiment with new possibilities, take risks, and collaborate with remarkable people. With global opportunities for talented engineers, you can decide where a career Prime Video takes you!

Key job responsibilities:

• Work with peers and other teams on high-severity, active support issues, prioritizing mitigation while investigating root-cause fixes
• Deliver reports to senior leadership
• Aid in the development and testing of operational tools and AI-powered workflows that improve efficiency through automation
• Customer notification and workflow co-ordination with follow-up to maintain service level agreements
• Creating and maintaining team specific knowledge-base articles and operational and training documentation
• Assist in the training of new support staff as the team grows
• This role requires working evenings, weekends, and holidays; depending on live event schedules.

A typical day could involve:

• Interacting with Prime Video's partners to root cause customer impacting incidents.
• Managing ticket queues to ensure issues are addressed quickly, well documented, and tracked for long-term, iterative improvement
• Working with developers on development roadmaps and helping set priorities for backlog requests
• Identifying and driving down recurring incidents through OE best practices
• Representing the team when collaborating with adjacent teams across infrastructure/signal engineering, solution architects and developers
• Scripting and the use of AI to develop automation to improve the team's efficient use of tools and reduction of manual tasks.

About the team:

Live Playback Operations work on a 'follow the sun' model, with team members located in Seattle, London, and Hyderabad, providing 24/7/365 coverage. We cover a wide range of live events; NFL, NBA, MLB, NHL, UCL, EPL, Copa do Brasil, Serie A, Wimbledon, concerts, and much more, available world-wide on Prime Video. We are growing, and hope you may be part of our exciting future!

Basic Qualifications:

• 1+ years of software development, or 1+ years of technical support experience
• Experience scripting in modern program languages
• Experience troubleshooting and debugging technical systems
• Experience with technical support in a live streaming environment; knowledge of video encoding and delivery, acquisition, codecs, adaptive bit rate video playback, common streaming protocols, and software support.

Preferred Qualifications:

• Experience in agile/scrum or related collaborative workflow, or experience with software development lifecycle
• Experience dealing effectively with customers during problem resolution and operating efficiently under pressure
• Knowledge of distributed applications/enterprise applications
• Experience with live broadcast production, transmission, working in a NOC or MCR (Master Control)

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. 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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $67,200/year in our lowest geographic market up to $150,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits.