Live Ops Support Engineer, Prime Video Playback Live Operations

Work with peers and other teams on high-severity, active support issues, prioritizing mitigation while investigating root-cause fixes
- Deliver reports to senior leadership
- Provide on-call support and act as point of escalation for high-severity issues
- Aid in the development and testing of operational tools and AI 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 day in the life
A typical day could involve;
- Interacting with Prime Video's partners to root cause customer impacting incidents.
- Working with developers on development roadmaps, setting 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.

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, and many more, available world-wide on Prime Video. We are growing, and hope you may be part of our exciting future!

Knowledge of general AI tools
- Experience in software development, or experience in technical support
- Experience troubleshooting and debugging technical systems
- Experience in agile/scrum or related collaborative workflow
- Experience troubleshooting and documenting findings
- Experience working at a TV Network, broadcaster, or an online streaming platform, specializing in digital video delivery or streaming media technologies

Preferred Qualifications

- Experience scripting in modern program languages
- Knowledge of distributed applications/enterprise applications
- Experience dealing effectively with customers during problem resolution and operating efficiently under pressure
- Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders
- Experience with video quality metric tools (i.e. TAG)
- Experience working in live sports

Prime Video is a first-stop entertainment destination offering customers a vast collection of premium programming in one app available across thousands of devices. Prime members can customise their viewing experience and find their favourite movies, series, documentaries, and live sports - including Thursday Night Football, the Premier League, Champions League, and Roland-Garros tennis; alongside Amazon MGM Studios-produced series and films; licensed fan favourites; and programming from Prime Video add-on subscriptions such as Discovery+, Paramount+, and BT Sport. 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 experiences.

The Live Playback Operations team are 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 from the various partners, routed through our encoding/packaging infrastructure and successfully delivered to customer devices. We use tools and consumer devices in fully-equipped operations centres to monitor every stage of the signal path.

As a Prime Video technologist, 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.

We'll look for you to bring your diverse perspectives, ideas, and skill-sets to make Prime Video even better for our customers. With global opportunities for talented technologists, you can decide where a career in Prime Video Tech takes you!, Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.